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Podium

Product Support Specialist

Podium

Product Support Specialist providing technical support through various communication methods. Ensuring customer satisfaction by effectively resolving product-related issues.

Posted 7/20/2026full-timeRemote • 🇵🇰 PakistanJuniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer communication skills and a customer-first attitude, with experience in Product or Technical Support. Capable of driving innovation and efficiency while managing multiple projects and collaborating cross-functionally.

Highest-signal resume keywords
Customer CommunicationProduct Support ExperienceProject ManagementAnalytical Problem-SolvingFamiliarity With APIs

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
TroubleshootingDocumentationEscalation ManagementData AnalysisScripting Languages
Soft Skills
EmpathyCollaborationInnovation
Tools & Technologies
EmailSMSPhoneVideo Calls
Industry Keywords
Customer ExperienceFeedback LoopsService Level AgreementsCross-Functional Collaboration

About the role

Key responsibilities & impact
  • Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
  • Communicate with customers over a number of mediums including Email, SMS, Phone & Video calls to help issues be resolved in a timely manner and communicate urgency to our customers.
  • 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 prioritisation of product-related issues or requests
  • Create and regularly update internal documentation of our products and process
  • Train the broader teams on our products, new features and best practices
  • Maintain open communication channels within the broader Support and Product teams
  • Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction
  • Recommend and potentially deploy fixes for vetted code-related issues, working with Product & Engineering
  • Serve as the Voice of the Customer, socialising organised 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

Requirements

What you’ll need
  • 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

Benefits

Comp & perks
  • Podium is an equal opportunity employer. We encourage everyone of all experiences and backgrounds to apply.
  • Successful candidates are required to undergo a background check.