Product Support Specialist

About This Role

Our Product Support Specialists are an integral part of our Customer Support team and an essential part of our customer's experience. The team answers how-to questions and troubleshoots customer inquiries, working creatively to keep customers working on what matters most: growing their business!

What You Will Be Doing

• Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
• Communicate with customers over Email, SMS, Phone & Video calls to help issues be resolved in a timely manner
• 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 prioritisation
• Create and regularly update internal documentation of our products and process
• Train the broader teams on our products, new features and best practices
• Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners
• Recommend and potentially deploy fixes for vetted code-related issues

What You'll Bring

• Customer-first attitude with a strong sense of empathy
• Experience communicating directly with customers
• 1-2 years Experience in Product or Technical Support
• Proven track record of managing multiple concurrent projects with varying complexity levels
• Ability to drive innovation and efficiency in an unstructured environment
• Familiarity with modern web services, APIs and scripting languages
• Analytical and data-oriented approach to problem-solving