Product Support Representative

Position Overview

As a Product Support Representative, you will provide support to the Payapps support team and report directly to the Customer Support Team Leader.

Payapps provides a global collaboration 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. Payapps is used by some of the most well-known builders and their subcontractors across Australia, New Zealand, and the United Kingdom.

Responsibilities

• Monitor the support queues and uphold service levels for both responding to and closing requests
• Provide support via an online chat, phone calls and emails. Respond to enquiries ranging from immediate/critical issues through to enhancement requests for changes to the product
• Own cases from beginning to end i.e. liaise internally and with customer, keep all relevant stakeholders informed whilst setting realistic expectations. Close out cases and tag accurately
• When required, escalate and coordinate with relevant business units – development, sales, consulting services, finance, through to close out
• Cater for different customer personas and the range of technical sophistication across the customer base, from IT teams to those ‘on the tools’
• Provide advice and training to users, introducing consulting services where the assistance required is out of the scope of our support offering
• Participate in proactive customer support such as training webinars for users
• Contribute towards the development and upkeep of our customer knowledge base

Minimum Qualifications

• Ability to communicate effectively and professionally with customers, with team members, and across teams
• Strong troubleshooting skills
• Desire to help others – both internally and customers
• A positive attitude and a strong work ethic
• Technical aptitude and willingness to learn