Technical Support Engineer - Phones

February 29

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Podium

Everything local businesses need to win.

Online Reviews • Reputation Management • Review Analytics • Customer Reviews • Small Business Reviews

1001 - 5000

Description

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium • Serve as a point of escalation, vetting legitimacy of product-related issues in Support • Develop system for feedback loops in close collaboration with the Product team • Build an efficient and effective system of troubleshooting, documentation, escalation and prioritization of product-related issues or requests • Create and regularly update internal documentation of our products and process • Train the broader Support teams on our products, new features and best practices • Maintain open communication channels within the broader Support and Product teams • Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering • Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products • Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience • Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

Requirements

• Customer-first attitude with a strong sense of empathy • Experience in Product or Technical Support • Ability to drive innovation and efficiency in an unstructured environment • Familiarity with troubleshooting VoIP, networking, and modern web services • Analytical and data-oriented approach to problem-solving • How You Will Stand Out: • 2+ years of experience in VoIP technical/networking support or related field • Experience leading processes • A proven track record of adding real value at a dynamic and fast-growth company • Familiarity with VoIP protocols such as SIP, RTP, and RTCP • Knowledge of network infrastructure and protocols including LAN, WAN, VLAN and QoS • Software development experience or ability • Strategic and creative problem solving • Bachelor's degree in STEM

Benefits

• Open and transparent culture • Life insurance, long and short-term disability coverage • Paid maternity and paternity leave • Fertility Benefits • Excellent medical, dental, and vision benefits • 401k Plan • Bi-annual swag drops with cool Podium gear and apparel • A stellar HQ (Utah) gym with local professional coaches and classes offered • Onsite HQ (Utah) child care center, subsidized for employees

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