Product Support Specialist

About the role

Join our Product Support team as a Product Support Specialist, providing technical support to our B2B customers. You'll assist with how-to questions and troubleshooting, deliver a "human-first" experience, become an expert in Podium products, and collaborate with peer teams to provide a seamless customer experience.

Responsibilities

• Assist Podium customers with how-to questions and troubleshooting
• Provide timely and accurate solutions through chat, email, phone, and Podium tools
• 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
• Able 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

Qualifications

• High school diploma or equivalent
• Experience with customer service platforms such as Zendesk, Freshdesk, or similar

Skills

• Customer service skills
• Problem-solving skills
• Communication skills
• Technical skills (phone systems, VoIP, network connectivity)

Benefits

• Starting at $21.63 per hour
• Work in this building in Lehi, UT 5 days a week
• Open and transparent culture
• Lifetime 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

$21.63 per hour

Schedule

Full-time, 5 days a week

Equal Opportunity Employer

Podium is an equal opportunity employer. We provide equal employment opportunities 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.