Tier 2 Phones Product Support Representative (Guatemala)

At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.

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!

As a Tier 2 Phones Product Support Representative, you'll specialize in supporting our rapidly growing phone products, including VoIP technologies and network troubleshooting. You’ll provide advanced technical support, effectively resolving issues while delivering outstanding customer experiences.

Key Responsibilities:

• Provide advanced troubleshooting for technical issues related to VoIP, network configurations, call quality, phone device setup, and call routing.
• Deliver expert-level, timely resolutions to customer inquiries via phone, chat, email, and Podium’s internal tools.
• Train and empower customers to optimize their use of Podium Phones, maximizing their product satisfaction.
• Collaborate with Sales, Onboarding, Account Management, Retention, and Product teams to enhance customer engagement and retention.
• Document troubleshooting steps, best practices, and solutions, contributing to internal knowledge bases and continuously improving support processes.
• Analyze network optimization reports, suggesting configuration adjustments to customers for improved service quality.
• Drive strong customer experiences by proactively addressing issues, ensuring high-quality interactions and satisfaction.

Experience Required:

• Must speak English fluently and be based in Guatemala City.
• 2-3 years of experience providing customer support for Software-as-a-Service (SaaS) or similar technology products, especially VoIP/telephony.
• Strong understanding of VoIP technologies, SIP protocol, phone system configurations, and network troubleshooting (routers, firewalls, QoS, NAT).
• Demonstrated ability to provide excellent customer service, navigating escalations effectively.
• Experience with CRM and support ticketing systems (Salesforce, Zendesk, ServiceNow, etc.).
• Familiarity with basic web technologies (HTML, CSS, JSON, JavaScript).
• Experience managing multiple customer issues simultaneously while prioritizing for maximum impact.
• Proven ability to work both independently and collaboratively in a rapidly evolving environment.

Preferred Qualifications:

• VoIP certifications (e.g., CompTIA Network+, Cisco CCNA Voice).
• Experience with telecommunication carriers (Twilio, Bandwidth, Verizon, AT&T, Spectrum, Comcast).
• Familiarity with Android and iOS platforms for mobile phone integrations.
• Technical experience using Wireshark, packet captures, syslog files, and analyzing SIP flows.