Product Support Specialist
Podium | Lahore, Punjab, PK | on_site
Apply for the Product Support Specialist role at Podium in Lahore, Pakistan. On-site SaaS customer-support opportunity requiring 2-3 years of experience, fluent English, support-platform familiarity, basic web technologies and U.S. business-hours availability.
Job description
Podium is hiring a Product Support Specialist for an on-site role in Lahore, Pakistan. The position supports Podium's SaaS platform for local businesses and focuses on answering customer questions, troubleshooting product issues, providing timely resolutions through multiple communication channels, and helping customers get more value from the platform.
Responsibilities
- Answer how-to questions and troubleshoot issues across the Podium platform.
- Provide accurate and timely support through chat, email, phone, and Podium tools.
- Deliver a human-first customer experience during both written and voice interactions.
- Develop deep technical and customer-use-case knowledge of Podium products.
- Look beyond immediate issue resolution and identify ways customers can gain more value from Podium.
- Help improve organizational efficiencies by sharing feedback and identifying smarter support practices.
- Collaborate with Sales, Onboarding, Account Management, Retention, and other teams to improve customer engagement and retention.
- Contribute toward ticket-resolution, case-volume, customer-satisfaction, and interaction-quality goals.
Requirements
- Fluent English is mandatory.
- Must be geographically based in Lahore, Pakistan.
- Must be willing and available to work on-site at Podium's Lahore office.
- 2-3 years of experience providing SaaS customer support to businesses.
- Experience supporting multiple online software or SaaS products and/or relevant IT experience.
- Experience developing or applying support best practices focused on quality and efficiency.
- Ability to work independently through ambiguity while helping improve customer satisfaction.
- Demonstrated ability to prioritize high-impact work when multiple demands compete.
- Familiarity with basic web technologies such as HTML, CSS, JSON, and JavaScript.
- Familiarity with support platforms such as Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom, or similar systems.
- Availability to work during U.S. business hours.
Skills
- SaaS Customer Support
- Product Support
- Technical Support
- Customer Service
- Troubleshooting
- HTML
- CSS
- JSON
- JavaScript
- Salesforce
- Twilio
- ServiceNow
- Zendesk
- Freshdesk
- Service Cloud
- LiveAgent
- Intercom
- Customer Satisfaction
- Ticket Management
- Written Communication
- Voice Support
- English Fluency
- Performance Focus