Technical Support Professional for SaaS Solutions
hace 3 semanas
At Podium, our mission is to empower local businesses with a comprehensive platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers utilize our AI lead conversion and communication platform to help them generate more leads and increase revenue. Our work and focus on helping local businesses thrive have been recognized across the industry, including Forbes' Next Billion Dollar Startups, Forbes' Cloud 100, the Inc. 5000, and Fast Company's World's Most Innovative Companies.
We believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will excel at Podium. If you resonate with our operating principles and are driven by our mission, Podium will be a great fit for you. Our Customer Support efforts are vital to our customers' experience, helping to answer questions, troubleshoot customer inquiries, and work creatively to keep customers focused on what matters most: growing their business.
The ideal candidate is curious and creative; they're driven by empowering others to succeed. 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.
Key Responsibilities:- Work with Podium customers to resolve how-to questions and troubleshoot the Podium platform.
- Deliver timely and accurate resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools.
- Become an expert in Podium products, both at a technical and customer use-case level.
- Look for opportunities to help customers maximize their value from Podium, seeking new ways to work smarter and delight customers.
- Collaborate with Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term.
Requirements:
- MUST speak English fluently.
- Must be available to provide services within U.S. business hours.
- Must be geographically based in Medellín, Colombia.
- Must be committed to working onsite at our Medellín, Colombia office.
- 2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses, with examples where you've positively influenced customers.
- Demonstrated background in providing support for multiple online software or SaaS products and/or IT experience.
- The ability to balance working independently and through ambiguity while contributing to improving customer satisfaction.
- Familiarity with navigating and working with multiple support systems such as Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom, etc.
Benefits:
- 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
Estimated Salary Range: $45,000 - $65,000 per year, depending on experience.
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