Tier 2 Advocacy Specialist

Podium exists to help local businesses win. Using Podium, local businesses can simplify the way they communicate with their customers—from collecting payments to facilitating online reviews to launching marketing campaigns, and much more. 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. We look for people who are curious, creative and are willing to do the work to be a little better every day. We also embody our company values in all that we do, which always starts with being Customer Obsessed, followed by Be a Founder, Zero Drama, and Enjoy the Ride. Does that sound like you? As the Tier 2 Advocacy Specialist , you need to excel at customer service, technology, and networking. You are responsible for working with clients, answering escalated Tier 2 support requests by phone, email, and other in house communication channels. We have a fast paced, hands on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customer’s success. To do this, you will learn how to use and configure our software, and will also learn about our clients' more complex needs and business processes specifically around payments and voice features. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, we are a highly collaborative team. You will frequently work with, and learn from, your team members while also escalating tickets to Tier 3 and development teams. What you will do: Provide Tier 2 technical support for customers across all Customer Support channels-All Podium Products Perform troubleshooting and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management Meet with clients to discuss progress on escalated issues Collaborate with fellow Customer Support team members on complex issues and solutions Communicate client feedback to other internal teams and stakeholders Identify and submit software bugs for advancement to the Engineering team Create end user and internal knowledge base documentation Adhere to quality guidelines around case notes, communication, timeliness, etc. What you need: 1-3 years call center experience   Bachelor’s Degree is a plus   Excellent verbal, written and interpersonal communication skills;   Outstanding customer service skills and dedication to providing exceptional customer care Ability to multitask and successfully operate in a fast paced, team environment   Must adapt well to change and successfully set and adjust priorities as needed  Supporting VOIP experience a plus (6 months - 1 year) Networking experience is a plus Knowledge and troubleshooting proficiency of Network Routers, switches, VOIP, or SIP Technologies. BENEFITS Open and transparent culture - Checkout this video to see what it’s like to work at Podium  Life insurance, long and short-term disability coverage Paid maternity and paternity leave Fertility Benefits Generous vacation time, plus three 4-day summer holiday weekends 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 Additional benefits for fully remote 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.