AI Product Support Specialist

At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers. Join our Product Support team as an AI Product Support Specialist, 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.

Responsibilities

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

Requirements

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)

Nice to have

Technical knowledge in phone systems, VoIP, and network connectivity is a plus

Benefits

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