Product Support Specialist (Guatemala)

The role

You will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. You will deliver resolutions through voice and written interactions across chat, email, phone, and Podium tools.

What you will do

• Work with Podium customers to answer how-to questions and troubleshoot the Podium platform.
• Deliver a human-first experience and resolutions through voice and written interactions.
• Become an expert in Podium products at a technical and customer use-case level.
• Look for opportunities to help customers maximize their value from Podium.
• Work with Podium to increase organizational efficiencies and share feedback.
• Collaborate with certain Podium departments to increase customer engagement and contribute to retaining customers.

Required qualifications

• MUST SPEAK ENGLISH FLUENTLY
• Must be geographically based in Guatemala City, Guatemala
• 2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses
• Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience
• Experience building best practices geared towards support quality and efficiencies
• The ability to balance working independently and through ambiguity
• Multiple examples of prioritizing for highest impact/value work amongst competing priorities or demands
• Familiar with basic web technologies (ex: HTML, CSS, JSON, and JavaScript)
• Familiar with navigating and working with multiple support systems such as Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom etc

Benefits

• Bono 14
• Christmas bonus
• 13 paid holidays throughout the year

About the company

Podium builds an AI Workforce that helps local businesses turn every conversation into revenue. They build AI for customers, build AI tools for themselves, and use AI in every role across the company.