Product Support Specialist (Lahore, 5 Days Onsite)

About the role

Podium helps local businesses turn conversations into revenue, and its Product Support team answers how-to questions and troubleshoots customer inquiries so customers can keep growing their business. This Product Support Specialist role is based in Lahore with 5 days onsite, and sits in the Support tier.

Key responsibilities

• Troubleshoot and resolve challenging issues so customers clearly see the value of Podium
• Communicate with customers by email, SMS, phone and video call, resolving issues quickly and conveying urgency
• Act as escalation point, vetting the legitimacy of product-related issues raised in Support
• Build systems for feedback loops, troubleshooting, documentation, escalation and prioritisation of product issues, in close collaboration with the Product team
• Create and regularly update internal product and process documentation
• Train wider teams on products, new features and best practices
• Maintain open channels between Support and Product, and work with customer-facing teams to fully resolve issues
• Recommend and deploy fixes for vetted code-related issues with Product and Engineering
• Share qualitative and quantitative customer data with cross-functional partners to improve products
• Take part in ad-hoc initiatives and resolve escalated cases promptly, holding Product and Engineering accountable to SLAs

Required profile

• 1-2 years of experience in Product or Technical Support
• Proven ability to manage several concurrent projects of varying complexity
• Customer-first attitude with strong empathy and direct customer communication experience
• Analytical, data-oriented approach to problem solving
• Ability to drive innovation and efficiency in an unstructured environment

Required skills

• Familiarity with modern web services, APIs and scripting languages

Successful candidates must pass a background check. Podium is an equal opportunity employer.