Product Support Expert

About the role

Join our Product Support team as a Product Support 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.

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
• Familiarity with navigating and working with multiple support systems (e.g., Salesforce, Twilio, Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, etc.)
• 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

Pay

Starting at $21.63 per hour

Schedule

Work in Lehi, UT 5 days a week