As an Integration Specialist at Podium you will assist customers in the management and troubleshooting of any integration projects, connecting Podium and their Customer Relationship Management or Point of Sale systems. Working closely with our Account Management team, you will assist clients in connecting and setting up Manual + & Legacy integrations as well as solving integration issues for our suite of Self-serve integrations (SSIs).

What You Will Be Doing

• 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 a 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 processes.
• Train the broader CX & Sales teams on our products, new features and best practices.
• Maintain open communication channels within the broader CX, Product & Ecosystems/Partnerships teams.
• Work collaboratively with customer facing teams, to ensure issues are completely resolved to customer satisfaction.
• You will serve as an integrations expert across Podium and share customer needs for automations to continually improve the integrations we offer.
• 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.

What You Should Have

• Customer-first attitude with a strong sense of empathy & urgency to help the customer achieve their goals & get value from Podium. 
• Experience working & communicating directly with customers, comfortable explaining complex technical processes in a concise way to contacts in varying roles and technical aptitude at an organisation
• 1-2 years Experience in Product or Technical Support with a focus on integrations and following technical operating procedures
• 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 and scripting languages with experience using API’s and FTP’s.
• Analytical and data-oriented approach to problem-solving

• Be accountable to others and keep your key stakeholders informed on the progress being made in setting up & solving issues with integrations. Your role will impact how successful our customers are with Podium, which impacts the larger CX team & AU Business.
  
  

What We Hope You Have

• Bachelor's degree IT/Info Systems
• Experience in Salesforce/Tray.ai/Jira/Zapier
• Experience leading people or processes
• A proven track record of adding real value at a dynamic and fast-growth company
• Experience with modern web services, like HTML and Javascript  
• Familiarity with scripting languages and analytical languages such as SQL and Python  
• Software development experience or ability
• Strategic and creative problem-solving 

Benefits

• 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.
• Attractive base + super and commissions package - uncapped earnings.
• Equity/stock options for all employees - 'Be a Founder' and be rewarded as one at Podium.
• 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.