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Product Support Specialist

Podium

Podium

Product, Customer Service
Lehi, UT, USA
Posted on Wednesday, June 5, 2024

At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

Join our Product Support team as a Product Expert, providing technical support to our B2B customers. You'll answer questions, troubleshoot issues, and help customers focus on growing their business. If you're curious, creative, and driven by helping others succeed, this role is for you. You'll enjoy challenges, skill growth, and keeping the customer at the center of everything we do.

What you will be doing:

  • Assist Podium customers with how-to questions and troubleshooting
  • Provide timely and accurate solutions through chat, email, phone, and Podium tools
  • Deliver a "human-first" experience
  • Become an expert in Podium products, both technically and in customer use cases
  • Seek opportunities to enhance customer value and satisfaction beyond simple resolutions
  • Collaborate with peer teams to provide a seamless customer experience

What experience you should have:

  • 2-3 years of experience providing support for multiple online software or SaaS products and/or IT experience
  • Strong problem-solving abilities with a proactive and positive attitude.
  • Excellent verbal and written communication skills.
  • Ability to handle multiple tasks simultaneously and work under pressure.
  • The ability to balance working independently and through ambiguity while contributing to a strong team environment
  • You are familiar with navigating and working with multiple support systems (ex: Salesforce, Twilio, Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, etc)
  • Technical knowledge in phone systems, VoIP, and network connectivity is a plus

Compensation / Benefits:

  • Starting at $21.63 per hour
  • Hybrid working schedule - In-office (Tue/Wed/Thur) & work from home (Mon/Fri)
  • Open and transparent culture - Checkout this video to see what it’s like to work at Podium
  • Life insurance, long and short-term disability coverage
  • Paid maternity and paternity leave
  • Fertility Benefits
  • Generous vacation time
  • 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

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.