AU Product Support Specialist (Remote, Philippines) at Podium

Melbourne, Victoria, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

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 support quality and efficiencies, potentially from having served as a Subject Matter Expert (SME) or in other roles
Ability to balance working independently and through ambiguity while contributing to improving customer satisfaction
Multiple examples of prioritising for highest impact/value work amongst competing priorities or demands
Familiarity with basic web technologies (ex: HTML, CSS, JSON, and JavaScript)
Familiarity with navigating and working with multiple support systems such as or similar to Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom etc

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 beyond simple resolutions to help customers maximise their value from Podium, finding new ways to work smarter and delight customers
Work with Podium to increase organisational 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
Achieve ticket resolution + case volume and customer satisfaction + quality of customer interactions

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingTechnical SupportChat SupportEmail SupportPhone SupportProduct Knowledge

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position based in the Philippines.

What salary can I expect for this role?

This information is not specified in the job description.

What experience is required for this role?

Candidates need 2-3 years of providing SaaS customer support to businesses, a demonstrated background in supporting multiple online software or SaaS products and/or IT experience, and experience building best practices for support quality and efficiencies.

What is the company culture like at Podium?

Podium fosters a culture that thrives on hiring and developing exceptional talent, guided by operating principles, with a focus on customer-centricity, curiosity, creativity, and empowering others to succeed.

What makes a strong candidate for this position?

Strong candidates resonate with Podium's operating principles, are energized by the mission, and have 2-3 years of SaaS customer support experience where they've positively influenced customers, along with skills in building support best practices.

Podium

Streamlines local business communications and payments

About Podium

Podium delivers a multi-product platform specifically designed for local businesses, combining AI technologies to enhance communication, facilitate payments, and manage text marketing campaigns effectively. The company's robust features, including review generation, webchat, text messaging, and phone call management, not only optimize day-to-day operations but also drive local business growth. Working at Podium offers the opportunity to contribute to innovative solutions that make significant impacts in how local businesses engage with their customers and manage their services efficiently.

Lehi, UtahHeadquarters

2014Year Founded

$407.2MTotal Funding

SERIES_DCompany Stage

Enterprise Software, Fintech, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Open and transparent culture

Remote first work setting for Engineering & Product

Great opportunities for career growth

401(k) with a competitive matching contribution plan

Unlimited vacation (yes, we want you to have a work-life balance)

Great medical, dental, vision benefits

Lots of Swag

Risks

Twilio's acquisition of Zipwhip may increase competition in business texting services.

Strategic shifts by new CMO Pauline Reader might not align with customer expectations.

Podium's exposure to the water heater market could face demand fluctuations and regulatory changes.

Differentiation

Podium offers a unique messaging platform tailored for local business interactions.

The platform integrates seamlessly with various communication channels for unified customer experiences.

Podium's tools enable businesses to gather online reviews and enhance customer relationships.

Upsides

Podium's partnership with Bradford White enhances its reach in the contractor market.

The rise of SMS marketing with a 98% open rate benefits Podium's messaging platform.

Integration with AI-driven chatbots boosts customer interaction and satisfaction for Podium users.

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