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. Our Customer Support efforts are essential to our customers' experience, helping to answer questions, troubleshoot customer inquiries, and working creatively to keep customers working on what matters most: growing their business! General terms of contract fulfillment: Ticket Resolution + Case Volume; Customer Satisfaction + Quality of Customer Interactions.

Responsibilities

Work with Podium customers to answer how-to questions and troubleshoot the Podium platform; Deliver a human-first experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner; Become an expert in Podium products, both at a technical and customer use-case level; Look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers; Work with Podium to increase organizational efficiencies, share feedback, and help others work smarter while driving customer value higher; Collaborate with Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term

Requirements

MUST SPEAK ENGLISH FLUENTLY; Must be geographically based in Lahore, Pakistan; Must be available to work onsite at our Lahore office location; 2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses, with examples where you've influenced customers for the better; Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience; Experience building best practices geared towards supporting quality and efficiencies, potentially from having served as a Subject Matter Expert (SME) or in other roles; The ability to balance working independently and through ambiguity while contributing to improving customer satisfaction; Multiple examples of prioritizing for the highest impact/value work amongst competing priorities or demands; Familiar with basic web technologies (ex: HTML, CSS, JSON, and JavaScript); Familiar with navigating and working with multiple support systems, such as or similar to the following (ex: Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom etc); Must be available to provide the services within U.S. business hours