✨ About The Role
Responsible for troubleshooting and resolving challenging issues to ensure customers can easily see value with Podium products
Serve as a point of escalation for product-related issues in support, developing feedback loops and efficient troubleshooting systems
Create and update internal documentation of products and processes, training support teams on new features and best practices
Collaborate with cross-functional teams to enhance customer experience, resolve escalated cases promptly, and hold product and engineering teams accountable
Socialize qualitative and quantitative data to improve products, work on ad-hoc initiatives, and ensure high levels of customer satisfaction
âš¡ Requirements
Customer-focused individual with a strong sense of empathy and experience in product or technical support
Ability to drive innovation and efficiency in an unstructured environment, with a knack for troubleshooting VoIP, networking, and modern web services
Analytical and data-oriented problem solver who thrives in ambiguity and drives innovation with a founder mentality
Experience leading processes and adding value at a dynamic and fast-growth company, with a strategic and creative problem-solving approach
Bachelor's degree in STEM preferred, with 2+ years of experience in VoIP technical/networking support or related field