Product Support Specialist
hace 4 semanas
At Podium, we're on a mission to empower local businesses with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Our AI lead conversion and communication platform is used by millions of workers every day to help them grow their business.
We're recognized across the industry for our innovative approach, including Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000, and Fast Company's World's Most Innovative Companies.
Join Our Team as a Product Support SpecialistWe're seeking a talented Product Support Specialist to join our team in Medellín, Colombia. As a key member of our Customer Support team, you'll be responsible for delivering a human-first experience and resolutions for customers through voice and written interactions.
You'll work closely with our customers to answer how-to questions, troubleshoot the Podium platform, and provide expert support for our products. Your goal will be to empower customers to get the most out of our platform and achieve their business goals.
Key Responsibilities:- Provide exceptional customer support through multiple channels, including chat, email, phone, and Podium tools.
- Develop a deep understanding of our products and their technical and customer use-case levels.
- Identify opportunities to help customers maximize their value from Podium and work with our team to implement solutions.
- Collaborate with our Sales, Onboarding, Account Management, Retention, and other departments to increase customer engagement and retention.
- Fluent English language skills.
- Availability to work within U.S. business hours.
- Geographic location in Medellín, Colombia.
- Commitment to work onsite at our Medellín, Colombia office.
- 2-3 years of experience in SaaS customer support, with a proven track record of influencing customers for the better.
- Demonstrated background in providing support for multiple online software or SaaS products and/or IT experience.
- Ability to balance working independently and through ambiguity while contributing to improving customer satisfaction.
- Experience building best practices geared towards support quality and efficiencies.
- The General Pension System.
- Public Health Insurance.
- Complimentary Social Services.
- 15 days of PTO, accruing at 1.25 days per month.
- 18 national holidays.
- Maternity and paternity leave.
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