Product Support Specialist (Pakistan, Lahore - 5 days onsite)
Core
Tier 1 Product Support Specialist resolving customer inquiries and troubleshooting issues for local businesses using Podium's AI platform.
Role type
Tier 1 Product Support Specialist
Builds
Customer support systems, troubleshooting documentation, and feedback loops for the Product team.
Domain
SaaS / AI for Local Business
Deliverable
dashboards & analysis
Required skills
Troubleshooting, multi-channel communication (Email, SMS, Phone, Video), escalation management, internal documentation, cross-functional collaboration, data analysis, familiarity with web services/APIs/scripting
Preferred skills
None stated
Technologies
None stated
Responsibilities
Troubleshoot and resolve challenging customer issues; Communicate with customers via Email, SMS, Phone, and Video calls; Serve as a point of escalation for product-related issues; Develop feedback loops with the Product team; Create and update internal troubleshooting documentation; Train broader teams on products and best practices; Maintain communication channels between Support and Product teams; Recommend and deploy fixes for vetted code-related issues; Act as the Voice of the Customer by socializing data; Resolve escalated cases while holding Product and Engineering to SLAs
Seniority
Junior to Mid-level (1-2 years experience)
