Phones Technical Support Contractor (Philippines)

This role is focused on providing customer support for Podium, a platform that helps local businesses communicate with their customers and grow their business. The ideal candidate is passionate about empowering customers, curious, proactive, adaptable, and an excellent communicator. They will be responsible for answering customer questions, troubleshooting technical issues, and ensuring customer satisfaction. Additionally, they will work towards maximizing customer value and driving organizational efficiencies. Expert-level support for VoIP services and hardware will also be required.

• Work with Podium customers to answer how-to questions and troubleshoot the Podium platform
• Deliver a "human-first" experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools
• Become an expert in Podium products, both at a technical and customer use-case level
• Look for opportunities to help customers maximize their value from Podium and find new ways to work smarter and delight customers
• Increase organizational efficiencies, share feedback, and help others work smarter while driving customer value higher
• Provide expert-level support to customers via phone interactions, assisting them with setup, configuration, and usage of VoIP services, including hard desk phones
• Troubleshoot hardware-related issues with hard desk phones, such as provisioning, firmware updates, and connectivity problems
• Identify and resolve complex technical issues related to VoIP hardware, software, network, and connectivity problems
• Analyze network-related concerns and collaborate with customers to troubleshoot and optimize their VoIP systems, including hard desk phones, for optimal performance
• Take ownership of customer issues, follow up on progress, and ensure effective resolution, while providing clear and concise explanations to customers
• Develop an in-depth knowledge of Podium products and services.

• Customer Obsession: Passionate about empowering customers and finding solutions to their needs.
• Curiosity: Not afraid to ask questions and always eager to learn.
• Ownership: Sets high standards, follows through on goals, and takes responsibility for performance.
• Adaptability: Thrives in a dynamic environment, comfortable with ambiguity and changing priorities.
• Communication: Excellent communicator, skilled at creating clarity and alignment.
• Organization and prioritization: Strong organizational skills and ability to prioritize tasks effectively.
• Technical expertise: Becomes an expert in Podium products, both technically and in terms of customer use-cases.
• Problem-solving: Ability to troubleshoot and resolve customer inquiries and issues.
• Proactive mindset: Looks for opportunities to maximize customer value and improve efficiency.
• VoIP support: Provides expert-level support for setup, configuration, and usage of VoIP services and hardware.
• Troubleshooting: Identifies and resolves complex technical issues related to VoIP hardware, software, network, and connectivity.
• Customer-centric approach: Focuses on delivering a "human-first" experience and delighting customers.

• Provide expert-level support to customers via phone interactions
• Troubleshoot hardware-related issues with hard desk phones
• Identify and resolve complex technical issues related to VoIP hardware, software, network, and connectivity problems
• Analyze network-related concerns and optimize VoIP systems for optimal performance
• Take ownership of customer issues and ensure effective resolution
• Develop an in-depth knowledge of phone products and services
• Must speak English fluently
• Must be geographically based in Metro Manila, Philippines
• 2-3 years of providing SaaS customer support to businesses
• Strong understanding of VoIP technologies, SIP protocols, IP networks, and related telecom concepts
• Excellent verbal and written English communication skills
• Proficient in diagnosing and resolving complex technical issues
• Customer-centric attitude with a commitment to delivering top-notch support
• Background in telecommunications, networking, or related fields is required
• Flexible and adaptable to handle changing priorities and challenging situations
• Strong team player who can collaborate effectively with colleagues
• Familiarity with multiple support systems (ex: Zendesk, Freshdesk, Service Cloud, ServiceNow, LiveAgent, Intercom, Salesforce, Twilio)
• SSCA, CCNA certifications are a strong advantage
• Must be available to work US Friday-Tuesday 8am - 5 pm MT
• Compensation is $1300 USD / month