Product Support Specialist
Core
Answer how-to questions and troubleshoot the Podium platform for local businesses via voice and written interactions across chat, email, phone, and tools.
Role type
SaaS customer support specialist
Builds
Human-first customer resolutions and platform adoption for local business customers
Domain
SaaS / AI Agents for local business
Deliverable
dashboards & analysis
Required skills
SaaS support experience, troubleshooting, customer communication, web technologies (HTML, CSS, JSON, JavaScript), support systems navigation (Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom), feedback collection, cross-functional collaboration
Preferred skills
Subject Matter Expert (SME) experience, process improvement, prioritization of high-impact work
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 Podium products; identify opportunities to maximize customer value; collaborate with Sales, Onboarding, Account Management, and Retention teams; share feedback to increase organizational efficiencies
Seniority
Mid-level, hands-on IC