Senior Product Support Expert
To see similar active jobs please follow this link: Remote Development jobs
Our Customer Support team is 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!
People who thrive in this role are curious and creative; they’re driven by empowering others to be successful. They’re energized by the opportunity to be challenged and enjoy growing and stretching their skills every day.
The customer is at the center of everything we do, which is embodied in our company values: Customer Obsessed, Be a Founder, Zero Drama, and Enjoy the Ride!
What you bring:
Customer Obsession: You’re passionate about empowering customers and love the challenge of finding what will help them most
Curiosity: You are not afraid to ask questions and have an “always learning” mantra
Ownership: You proactively set high standards and follow through on goals and take responsibility for you and your team’s performance
Adaptability: You thrive in a dynamic environment and are comfortable with ambiguity and changing customer priorities and needs
Communication: You’re an excellent communicator and thrive at creating clarity and alignment, staying highly organized and great prioritization are part of your tool kit
What you will be doing:
You will partner with Podium customers to help answer how-to questions and troubleshoot the Podium platform. When customers have questions, you have answers!
You will 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
You will become an expert in Podium products, both at a technical and customer use-case level.
You will not stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers!
You will partner with leadership on increasing organizational efficiencies, sharing feedback and focuses to help the team work smarter while driving customer value higher
You will collaborate with peer team members (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term, working as one team!
How you will be measured:
Ticket Resolution + Case Volume
Customer Satisfaction + Quality of Customer Interactions
What experience you should have:
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
Technical knowledge in phone systems, VoIP, and network connectivity
Experience building best practices geared towards support quality and efficiencies, potentially from having served as a Subject Matter Expert (SME), Coach or Team Lead
The ability to balance working independently and through ambiguity while contributing to a strong team environment
Multiple examples of prioritizing for highest impact/value work amongst competing priorities or demands
You are familiar with basic web technologies (ex: HTML, CSS, JSON, and JavaScript)
You are familiar with navigating and working with multiple support systems (ex: Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, Salesforce, Twilio etc)
Compensation / Benefits:
Starting base salary of $50,000
401k Retirement plan
Great medical, dental, vision and parental leave benefits
Open and transparent culture
Excellent opportunities for career growth and advancement
An onsite gym at our HQ with local professional coaches
Bi-Weekly free lunch onsite in the office, monthly Doordash credit if you’re remote
Unlimited PTO (Due to the nature of this job, collaboration with your manager and team members will be necessary to ensure the proper customer coverage is in place)
Lots of Swag!
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) 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.
About the job
Senior Product Support Expert
To see similar active jobs please follow this link: Remote Development jobs
Our Customer Support team is 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!
People who thrive in this role are curious and creative; they’re driven by empowering others to be successful. They’re energized by the opportunity to be challenged and enjoy growing and stretching their skills every day.
The customer is at the center of everything we do, which is embodied in our company values: Customer Obsessed, Be a Founder, Zero Drama, and Enjoy the Ride!
What you bring:
Customer Obsession: You’re passionate about empowering customers and love the challenge of finding what will help them most
Curiosity: You are not afraid to ask questions and have an “always learning” mantra
Ownership: You proactively set high standards and follow through on goals and take responsibility for you and your team’s performance
Adaptability: You thrive in a dynamic environment and are comfortable with ambiguity and changing customer priorities and needs
Communication: You’re an excellent communicator and thrive at creating clarity and alignment, staying highly organized and great prioritization are part of your tool kit
What you will be doing:
You will partner with Podium customers to help answer how-to questions and troubleshoot the Podium platform. When customers have questions, you have answers!
You will 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
You will become an expert in Podium products, both at a technical and customer use-case level.
You will not stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers!
You will partner with leadership on increasing organizational efficiencies, sharing feedback and focuses to help the team work smarter while driving customer value higher
You will collaborate with peer team members (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term, working as one team!
How you will be measured:
Ticket Resolution + Case Volume
Customer Satisfaction + Quality of Customer Interactions
What experience you should have:
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
Technical knowledge in phone systems, VoIP, and network connectivity
Experience building best practices geared towards support quality and efficiencies, potentially from having served as a Subject Matter Expert (SME), Coach or Team Lead
The ability to balance working independently and through ambiguity while contributing to a strong team environment
Multiple examples of prioritizing for highest impact/value work amongst competing priorities or demands
You are familiar with basic web technologies (ex: HTML, CSS, JSON, and JavaScript)
You are familiar with navigating and working with multiple support systems (ex: Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, Salesforce, Twilio etc)
Compensation / Benefits:
Starting base salary of $50,000
401k Retirement plan
Great medical, dental, vision and parental leave benefits
Open and transparent culture
Excellent opportunities for career growth and advancement
An onsite gym at our HQ with local professional coaches
Bi-Weekly free lunch onsite in the office, monthly Doordash credit if you’re remote
Unlimited PTO (Due to the nature of this job, collaboration with your manager and team members will be necessary to ensure the proper customer coverage is in place)
Lots of Swag!
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) 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.