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Technical Support Specialist - Phones

Podium

Podium

IT, Customer Service
Lehi, UT, USA
Posted on Wednesday, July 10, 2024

At Podium, our mission is to help local businesses win. Our lead conversion platform, powered by AI and integrations, helps local businesses convert leads faster, communicate easier, and make more sales. Every day, thousands of local businesses utilize our review management, communication, marketing, and payments products.

Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.

At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!

Podium is seeking the next candidate to join our amazing Technical Product Support team. The Technical Product Support Specialist is a critically important role for Podium as we continually develop products and scale our customer service offerings. Sitting with our Product Support team, your primary responsibilities are to own specific products from a technical perspective, ensure quick escalation and resolution of issues, effectively report feedback and feature requests, provide internal documentation and training to the broader Support team with best practices and comprehensive detail - a true 360 degree expert in the given product(s). You will work closely with cross-functional teams such as Product, Engineering, Customer Success and Product Support to ensure we provide the highest level of service and resolution to our customers, aligned with goals of overall customer satisfaction and maximized net retention.

The ideal candidate thrives in ambiguity and drives innovation with a founder mentality. While this role is not purely customer-facing in nature, you will be involved in escalations and resolution, and will join customer meetings when appropriate. This is especially true for this VoIP role as we continue to expand our Phones product. Technical Product Support Specialists will report directly to the Technical Product Support Manager.

What You Will Do:

  • Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
  • Serve as a point of escalation, vetting legitimacy of product-related issues in Support
  • Develop system for feedback loops in close collaboration with the Product team
  • Build an efficient and effective system of troubleshooting, documentation, escalation and prioritization of product-related issues or requests
  • Create and regularly update internal documentation of our products and process
  • Train the broader Support teams on our products, new features and best practices
  • Maintain open communication channels within the broader Support and Product teams
  • Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
  • Serve as the Voice of the Customer, socializing organized qualitative and quantitative data to cross-functional partners to improve our products
  • Work cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experience
  • Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements.

What You Should Have:

  • Customer-first attitude with a strong sense of empathy
  • Experience in Product or Technical Support
  • Ability to drive innovation and efficiency in an unstructured environment
  • Familiarity with troubleshooting VoIP, networking, and modern web services
  • Analytical and data-oriented approach to problem-solving

How You Will Stand Out:

  • 2+ years of experience in VoIP technical/networking support or related field
  • Experience leading processes
  • A proven track record of adding real value at a dynamic and fast-growth company
  • Familiarity with VoIP protocols such as SIP, RTP, and RTCP
  • Knowledge of network infrastructure and protocols including LAN, WAN, VLAN and QoS
  • Software development experience or ability
  • Strategic and creative problem solving
  • Bachelor's degree in STEM

Benefits:

  • Compensation: $56,500 - $65,000 depending on experience
  • Transparent culture
  • Work in this building in Lehi, UT
  • Great opportunities for career growth
  • Life insurance, long and short-term disability coverage
  • Paid maternity and paternity leave
  • Fertility Benefits
  • Excellent medical, dental, and vision benefits
  • 401k Plan
  • Bi-annual swag drops with cool Podium gear and apparel
  • A stellar HQ (Utah) gym with local professional coaches and classes offered
  • Onsite HQ (Utah) child care center, subsidized for employees

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.