Enterprise Product Support Specialist

The Enterprise Product Support Specialist role is a specialty position within Podium’s Technical Support Team. We are seeking experienced, forward-thinking candidates who will quickly become product experts, effectively helping our customers with a mix of world-class troubleshooting and instruction related to the business operations and success of Podium’s strategic accounts. Fusing technical aptitude with customer empathy to enhance the customer experience. While direct customer assistance related to the general business operations and success of utilizing Podium will be your core focus, a key component of success in this role is active collaboration between our Enterprise Customer Success and Support teams. This role will serve as the glue between these teams, working to triage active issues and identify trends to help our enterprise customers improve their business operations and see more value in Podium’s tools. In connection with Podium training and guidelines, you will exercise your own independent judgment and discretion as you perform the following duties:

What You Will Do

• Serve as the primary point of contact to answer questions, troubleshoot, and resolve issues related to the business operations of our largest customers through phone, email, chat, and other channels, exercising discretion in prioritizing and addressing customer needs.
• Use exemplary soft skills, best practices, and creativity to delight our customers in every interaction.
• Leverage contact and account-level context to provide bespoke experiences for Podium users, making judgment calls on personalized service strategies related to the business operations of our customers.
• Draft and adhere to technical documentation for Enterprise accounts to ensure continuity and facilitate prompt resolution while also deviating from the standard processes when favorable for the success of the customer.
• Develop relationships of trust with the management and operations teams of our largest customer accounts.
• Proactively surface customer risks and opportunities related to their business operations, ensuring alignment with the goals of enhancing overall customer satisfaction and maximizing net retention, through frequent collaboration with Enterprise Customer Success Managers.
• Provide critical customer feedback with your team to inform product decisions.
• Develop thorough expertise in each of Podium’s products to provide the highest possible level of service to all customers, using your independent judgment to determine the best Podium products and solutions for our largest clients.
• Frequently engage in ad hoc project work on behalf of our customers or department.
• Develop smart, innovative solutions to continually drive efficiency while enhancing the customer experience, independently using your own good judgment to create and implement these solutions.
• Contribute to Podium culture and progress, ensuring this team and our services are strategic advantages in a competitive marketplace.

What You Should Have

• Experience in Customer-Facing Roles: 2-3 years of experience, ideally within a SaaS business, demonstrating a customer-first attitude and strong sense of empathy.
• Technical Proficiency: Basic understanding of SQL for running ad-hoc queries and strong experience with Public APIs or previous SaaS integration. Basic understanding of various logging tools such as Kibana, Datadog, or Elastic Search. Understanding of HTML, CSS, and some JavaScript to debug and troubleshoot web-based errors.
• Effective Communication Skills: Ability to clearly communicate and teach complex concepts to users with varying levels of software experience.
• Problem-Solving and Influence: Demonstrated experience in influencing customers to find resolution or value, and improving processes to make them more efficient.
• Founder Mentality: Ability to thrive in an open, team-based environment with a proactive, entrepreneurial mindset.
• Documentation Skills: Ability to write and follow technical documentation, ensuring continuity and expeditious resolution for Enterprise accounts

How You Will Stand Out

• Educational Background: Bachelor’s Degree in Business, IT, Psychology, Communication, or applicable work experience.
• Product or Technical Support Experience: Proven experience in product or technical support, particularly in resolving critical problems for a range of customers, from small business owners to corporate executives.
• Analytical and Data-Oriented Approach: Strong analytical skills and a data-oriented approach to problem-solving.
• Web Technologies Proficiency: Experience with basic web technologies such as HTML or CSS.
• Advanced Troubleshooting Skills: Proven ability to handle complex technical issues swiftly and effectively.
• Strategic Thinking and Innovation: Ability to identify trends, provide critical customer feedback to inform product decisions, and develop innovative solutions to drive efficiency and enhance the customer experience using your own judgment.

Benefits:

• Compensation: $60,000/year salary
• An open and transparent culture
• Awesome opportunities for career growth
• Competitive PTO accrual
• Great medical, dental, vision benefits
• A stellar onsite gym with local professional coaches, morning and night classes offered
• Life insurance, long and short-term disability coverage
• Paid maternity and paternity leave
• Bi-Weekly free lunch

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.