Product Support Specialist

The RoleOur Product Support Specialists are an integral part of our Customer Support team and an essential part of our customer's experience. The team answers how-to questions and troubleshoots customer inquiries, working creatively to keep customers working on what matters most: growing their business!What you will be doingTroubleshoot & resolve challenging issues, ensuring customers can easily see value with PodiumServe as a point of escalation, vetting legitimacy of product-related issues in SupportDevelop system for feedback loops in close collaboration with the Product teamBuild an efficient and effective system of troubleshooting, documentation, escalation and prioritisation of product-related issues or requestsCreate and regularly update internal documentation of our products and processTrain the broader teams on our products, new features and best practicesMaintain open communication channels within the broader Support and Product teamsWork collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfactionRecommend and potentially deploy fixes for vetted code-related issues, working with Product & EngineeringServe as the Voice of the Customer, socialising organised qualitative and quantitative data to cross-functional partners to improve our productsWork cross-functionally with Podium teams on various ad-hoc initiatives to enhance the customer experienceResolve escalated cases promptly while holding Product and Engineering accountable to established Service Level AgreementsWhat you'll bringCustomer-first attitude with a strong sense of empathyExperience communicating directly with customers1-2 years Experience in Product or Technical SupportProven track record of managing multiple concurrent projects with varying complexity levelsAbility to drive innovation and efficiency in an unstructured environmentFamiliarity with modern web services, APIs and scripting languagesAnalytical and data-oriented approach to problem-solvingWhat we bringReal growth and career development opportunities, we're still young in Australia with plenty of room to grow.A unique product that makes an actual impact on the local businesses you love and support.A generous $600 monthly 'Benefits & Wellbeing' allowance, spent how you pleaseFree snacks and drinks, which are always stocked up.You'll find Podium in the Queen & Collins building with access to end of trip facilities, bike storage and lockers, a cocktail bar and a brand new Podium Australia HQ.#J-18808-Ljbffr