Product Support Specialist (Guatemala)
Core
Deliver human-first support via voice and written interactions (chat, email, phone) to troubleshoot inquiries and answer how-to questions for SaaS customers.
Role type
Senior IC customer support specialist (SaaS)
Builds
Customer resolutions and engagement for Podium's AI employee platform
Domain
SaaS / AI Agents / Local Business Services
Required skills
SaaS support experience, troubleshooting, customer retention, web technologies (HTML/CSS/JSON/JS), support systems navigation (Salesforce/Zendesk/etc.), independent work, prioritization
Preferred skills
Subject Matter Expert (SME) experience, process improvement, cross-functional collaboration
Technologies
Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom, HTML, CSS, JSON, JavaScript
Responsibilities
Answer customer how-to questions and troubleshoot platform issues; deliver resolutions via chat, email, phone, and tools; become an expert in product technical and use-case levels; identify opportunities to maximize customer value; collaborate with Sales, Onboarding, and Account Management to retain customers; share feedback to increase organizational efficiencies
Seniority
Mid-level, hands-on IC