Product Support Specialist (Pakistan, Lahore - 5 days onsite)

The role

Product Support Specialists troubleshoot and resolve customer inquiries to ensure they see value with Podium. You will communicate via email, SMS, phone, and video calls to resolve issues and serve as a point of escalation.

What you will do

• Troubleshoot and resolve challenging issues
• Communicate with customers over Email, SMS, Phone and Video calls
• Serve as a point of escalation for product-related issues
• Develop system for feedback loops with the Product team
• Build systems of troubleshooting, documentation, escalation and prioritisation
• Create and regularly update internal documentation
• Train broader teams on products, new features and best practices
• Maintain open communication channels within Support and Product teams
• Work collaboratively with customer facing teams
• Recommend and potentially deploy fixes for vetted code-related issues

Required qualifications

• Customer-first attitude with a strong sense of empathy
• Experience communicating directly with customers
• 1-2 years Experience in Product or Technical Support
• Proven track record of managing multiple concurrent projects with varying complexity levels
• 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

About the company

Podium builds an AI Workforce that helps local businesses turn every conversation into revenue. They provide an AI Operating System and AI Workforce to help businesses capture leads and re-engage customers.