Product Support Specialist
New
P
PodiumSoftware
Pakistan or Remote, PhilippinesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1-2 years
- Required Skills
- Data AnalysisRESTful APIsDocumentationTechnical supportScripting
Requirements
- 1-2 years of experience in Product or Technical Support.
- Proven track record of managing multiple concurrent projects with varying complexity.
- Ability to drive innovation and efficiency in an unstructured environment.
- Familiarity with modern web services, APIs, and scripting languages.
- Analytical and data-oriented approach to problem-solving.
- Strong customer-first attitude and empathy.
- Experience communicating directly with customers.
Responsibilities
- Troubleshoot and resolve challenging issues to ensure customers realize value from Podium.
- Communicate with customers via email, SMS, phone, and video calls to resolve inquiries promptly.
- Serve as an escalation point, vetting the legitimacy of product-related support issues.
- Develop feedback loops and collaborate closely with the Product team.
- Build and maintain systems for troubleshooting, documentation, and issue prioritization.
- Create and update internal product and process documentation.
- Train broader teams on new features, products, and best practices.
- Recommend and potentially deploy fixes for vetted code-related issues.
- Represent the Voice of the Customer by sharing data with cross-functional partners.
- Resolve escalated cases while ensuring adherence to Service Level Agreements.
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