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 an Enterprise Integration & Phone Specialist at Podium, you'll play a critical role in both enabling our customers’ success through technical integrations and delivering expert-level support for our telephony solutions. Your responsibilities will span from hands-on implementation to advanced troubleshooting, always focused on creating seamless, impactful experiences for our customers. You will support our Integration Specialist and Onboarding Managers.
Core Responsibilities- Integration Coordination: Manage standard and custom integration projects for Podium clients, including configuring software settings, handling high-volume request queues, and maintaining detailed documentation.
- Customer Interaction: Serve as a direct point of contact for integration and technical support via Zoom, phone, text, and email—effectively explaining complex technical processes to users across varying roles and technical backgrounds.
- Collaboration: You will also work with Onboarding, Sales, Account Management, Retention, and Product teams to ensure integration success and optimize the customer journey.
- Phones Technical Support: Troubleshoot advanced VoIP and networking issues such as SIP configurations, call routing, firewall settings, and network performance using tools like Wireshark and SIP flow analysis.
- Training & Enablement: Empower clients to maximize Podium's telephony features by delivering insightful product training and personalized configuration advice.
- Knowledge Management: Contribute to internal knowledge bases by documenting troubleshooting steps, best practices, and recurring solutions.
- Process Improvement: Identify and escalate customer needs and automation opportunities that could improve our integration and support capabilities.
- Fluent in English and based in Guatemala City.
- 1–3 years of experience supporting SaaS products, ideally with both integration and VoIP/telephony components.
- Experience with API and FTP integrations, Salesforce, and tools like Tray.io or similar.
- Solid understanding of VoIP technologies, SIP protocol, and networking (e.g., NAT, QoS, routers, firewalls).
- Demonstrated ability to manage high-volume workloads and prioritize tasks for maximum impact.
- Proven customer service skills, including navigating escalations and delivering resolutions efficiently.
- Familiarity with support and CRM tools (e.g., Salesforce, Zendesk, ServiceNow).
- Comfort working with basic web technologies such as HTML, CSS, JavaScript, and JSON.
- API and SFTP experience
- VoIP-related certifications such as CompTIA Network+ or Cisco CCNA Voice.
- Experience with telephony vendors like Twilio, Bandwidth, Verizon, or Spectrum.
- Understanding of mobile platform behavior (Android and iOS) in relation to VoIP.
- Technical experience with logs and packet capture tools (e.g., syslogs, SIP debugs).
- Are passionate about solving problems and constantly seek better ways to do things.
- Communicate clearly, confidently, and concisely across both technical and non-technical audiences.
- Earn trust through reliability, follow-through, and accountability.
- Are results-oriented and driven to deliver outcomes, not just activity.
- Can work independently while seamlessly integrating into collaborative teams.
What you should know:
- Must be available to work onsite at our Guatemala City office in Zone 10, Monday - Friday
Benefits
- Bono 14 and Christmas bonus
- 13 paid holidays throughout the year
- Office is located in Zone 10, Edificio Interamericas
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What We Do
Podium is redefining the way customers interact with local businesses. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and teams along every customer touchpoint.
With Podium, you can message your leads and customers, get reviews and feedback, and communicate easily with your team, all in one easy-to-use inbox. It powers the conversations that matter most to your business, putting you miles ahead of the competition.
