Product Support Representative

Who you are

• 3+ years in customer service (live chat, email, phone) preferably in a SaaS environment
• Proficient in troubleshooting customer queries, gathering information, recreating issues, and providing clear solutions
• Strong computer skills, including MS Office and quick learning of new applications
• Experience meeting service level targets; understands individual and team impact
• Collaborative work ethic, with high integrity and accountability
• Effective multitasking and task prioritisation
• Excellent verbal and written English. Has the ability to speak to customers with varying levels of ability showing patience and composure
• Passionate about personal and organisational development

What the job involves

• As a Product Support Representative, you will provide exceptional support to our diverse Payapps customers and will report to the Payapps Support Team Manager
• Payapps is a global SaaS platform that is simplifying the progress claims process within the construction industry
• We streamline the way general contractors, and their subcontractors manage payment applications, so they can spend more time constructing our built environment and less time chasing payment invoices and reconciling spreadsheets
• Trusted by leading builders and subcontractors in Australia, New Zealand, United Kingdom and Ireland, Payapps is making a real difference
• Provide customer support via online chat, phone calls and emails, addressing a wide range of queries, from general support and training to critical issues and enhancement requests for changes to the product
• Monitor support queues, maintaining our service levels for both response and resolution times
• Own cases from start to finish, communicating effectively with the customer and internal stakeholders, setting realistic expectations and completing follow-up administrative actions
• Escalate and coordinate with relevant business units, such as development, sales, account management, and finance when necessary
• Cater to different customer personas and varying levels of technical proficiency, from IT teams to on-site workers
• Participate in proactive customer support activities, including conducting training webinars for users
• Contribute to the development and maintenance of our customer knowledge base
• This role may require in-person onboarding and/or in-person ID verification