Product Support Specialist

1 week ago

Melbourne, Victoria, Australia Podium Full time
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

The Role


Our 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 doing

  • Troubleshoot & resolve challenging issues, ensuring customers can easily see value with Podium
  • Serve as a point of escalation, vetting legitimacy of productrelated 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 productrelated 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 coderelated issues, working with Product & Engineering
  • Serve as the Voice of the Customer, socialising organised qualitative and quantitative data to crossfunctional partners to improve our products
  • Work crossfunctionally with Podium teams on various adhoc initiatives to enhance the customer experience
  • Resolve escalated cases promptly while holding Product and Engineering accountable to established Service Level Agreements

What you'll bring

  • Customerfirst attitude with a strong sense of empathy
  • Experience communicating directly with customers
  • 12 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 dataoriented approach to problemsolving

What we bring

  • Real 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 please
  • Free 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.

  • Product Support Specialist

    1 week ago

    Melbourne, Victoria, Australia ECi Software Solutions Full time

    For more than 30 years, ECI Software Solutions has been providing industry-specific, cloud-based business management software and services to small and medium-sized businesses. With divisions focused on manufacturing, wholesale/retail distribution, building and construction, and field service, ECI's solutions integrate into every aspect of a customers'...

  • Specialist Support Coordinator

    1 week ago

    West Melbourne, Victoria, Australia Gateways Support Services Full time

    Specialist Support Coordinator: Volunteer / Charity / Community Support Services VIC Other Contract23/2/202 West Melbourne location 6 month contract opportunity Generous hourly rate and salary packaging available Bimonthly external clinical supervision and training opportunities West Melbourne location 6 month contract opportunity Generous hourly rate and...

  • Product Support Specialist

    1 week ago

    Melbourne, Victoria, Australia Podium Corp Inc. Full time

    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 businessWhat you will be doingTroubleshoot & resolve challenging...

  • Specialist Support Coordinator

    1 week ago

    West Melbourne, Victoria, Australia Gateways Support Services Full time

    West Melbourne location - 6 month contract opportunity Generous hourly rate and salary packaging available Bimonthly external clinical supervision and training opportunities West Melbourne location 6 month contract opportunity Generous hourly rate and salary packaging available Bimonthly external clinical supervision and training opportunitiesGateways...

  • Product Support Specialist

    1 week ago

    Melbourne, Victoria, Australia Podium Full time

    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...

  • Product Specialist

    1 week ago

    Melbourne, Victoria, Australia RACV Full time

    Melbourne CBD Location | Noble Park Location 12 Months Fixed Term Full Time (Maternity Leave) | Hybrid Working Competitive Salary | Discount on RACV ProductsGreat things start hereRACV's Motoring and Mobility Division's vision is to comprehensively meet Victorians' motoring and mobility needs by providing exceptional products and Member experience in a...

  • F5 Specialist

    1 week ago

    Melbourne, Victoria, Australia Ignite Specialist Recruitment Services Full time

    Contract TypeContractReferenceBH-369780IndustryITSalaryper hour - Min: AUD 12- Max: AUD 150Elevate Your Career as an F5 Specialist:Shape Gateway Solutions: Lead robust infrastructure capabilities. Innovate & Collaborate: Drive change and mentor peers. Secure Operations: Ensure toptier web proxy and security solutions. Location: Canberra or Melbourne...

  • Product Design Specialist

    1 week ago

    Melbourne, Victoria, Australia Telstra Full time

    Employment TypePermanentClosing Date7 Feb :59pmJob TitleProduct Design SpecialistJob SummaryAs a Product Design Specialist, you are passionate about creating new and improved products that delivery exceptional customer experiences. You thrive on being part of a high functioning and motivated product team and working collaboratively with stakeholders on...

  • Product Specialist

    1 week ago

    Melbourne, Victoria, Australia Konica Minolta Business Solutions Australia Full time

    We are looking for an experienced Product Specialist in Industrial Print and we are seeking to employ the brightest and most forward-thinking talent.The purpose of the Product Specialist - Industrial Print is to provide end-to-end technical and customer support primarily for our cut sheet inkjet and embellishment product range.The role ensures that all...

  • Associate Product Specialist

    1 week ago

    Melbourne, Victoria, Australia Device Technologies Australia Full time

    About usSince 1992, Device Technologies has been dedicated to improving patients' lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support...

  • Product Specialist

    1 week ago

    Melbourne, Victoria, Australia Jetstar Full time

    Join the Jetstar team at a pivotal moment in our history as we embark on a new era of low fares travel. As we emerge from the pandemic, the outlook for our domestic and international flying is very strong and our teams are excited to welcome our new A321LR Neo's as we continue on our mission to offer all day, every day low fares so more people can fly to...

  • Product Specialist

    1 week ago

    Melbourne, Victoria, Australia BoardOutlook Full time

    MelbourneBoardOutlook is hiring a Product Specialist to help us increase the impact of our board software platform on a global scale. Below_ we've included more detail on:Why you want to work for BoardOutlookAbout the role (and you)LocationCompensationAbout our hiring processHow to _apply_1.Why you want to work for BoardOutlook**:1.1 What we do:BoardOutlook...

  • Associate Product Specialist

    1 week ago

    Melbourne, Victoria, Australia Device Technologies Australia Pty Ltd Full time

    About us... Since 1992, Device Technologies has been dedicated to improving patients' lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world. Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing...

  • Associate Product Specialist

    1 week ago

    Melbourne, Victoria, Australia Device Technologies Australia Pty Ltd. Full time

    Since 1992, Device Technologies has been dedicated to improving patients' lives through leading edge technology and services, supplying hospitals and healthcare professionals with high-calibre medical solutions from around the world.Over 30 years, Device Technologies has developed a reputation for the quality, dedicated service and ongoing support provided...

  • Product Specialist

    1 week ago

    Melbourne, Victoria, Australia BoardOutlook Full time

    BoardOutlook is hiring a Product Specialist to help us increase the impact of our board software platform.Below we've included more detail on:Why you want to work for BoardOutlookAbout the role (and you)LocationCompensationAbout our hiring processHow to apply1.Why you want to work for BoardOutlook**:1.1 What we do:BoardOutlook builds performance management...

  • Product Specialist

    1 week ago

    Melbourne, Victoria, Australia J&J Family of Companies Full time

    Product Specialist WDescriptionProduct Specialist: Upper extremities Arthroplasty – Geelong, VICGreat Place to Work Certified – 2022 & 2023Excellent centralized territory of Geelong.Get involved in complex medical procedures to truly save lives.At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to...

  • Product Specialist

    4 weeks ago

    Melbourne, Victoria, Australia J&J Family of Companies Full time

    Product Specialist WDescriptionProduct Specialist: Upper extremities Arthroplasty – Geelong, VICGreat Place to Work Certified – 2022 & 2023Excellent centralized territory of Geelong.Get involved in complex medical procedures to truly save lives.At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to...

  • Product Specialist

    3 weeks ago

    Melbourne, Victoria, Australia J&J Family of Companies Full time

    Product Specialist WDescriptionProduct Specialist: Upper extremities Arthroplasty – Geelong, VICGreat Place to Work Certified – 2022 & 2023Excellent centralized territory of Geelong.Get involved in complex medical procedures to truly save lives.At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to...

  • Product Specialist

    1 week ago

    Melbourne, Victoria, Australia RACV Full time

    Melbourne Victoria | RACV Head Office:Hybrid Opportunity | Permanent Full Time:- Competitive Salary | Discount on RACV ProductsGreat things start hereJoin our team of business professionals doing meaningful work in an organisation that's ever evolving. Work with people who care and expand your career with opportunities only a diverse business can provide....

  • Product Design Specialist

    1 week ago

    Melbourne, Victoria, Australia Suncorp Group Limited Full time

    Join the team at Suncorp and be part of something bigger.We're hiring a Product Design Specialist for Home InsuranceDesign innovative insurance products to shape our future Home product roadmapLocation: Brisbane, Sydney, or MelbourneAs the Home Product Design Specialist, you'll be a key player in creating and launching new Home insurance products as part of...