Position Overview
As a Product Support Representative, you will provide support to Payapps customers and report directly to the Customer Support Manager.
Payapps provides a global collaboration Software as a Service (SaaS) platform that simplifies the progress claims process within the construction industry. We streamline how general contractors and their subcontractors manage payment applications, enabling them to spend more time building the world around us and less time managing payment invoices and reconciling spreadsheets.
Payapps is used by leading builders and subcontractors across Australia, New Zealand, and the United Kingdom.
Responsibilities
- Monitor customer support queues and maintain established service levels for responding to and resolving requests
- Provide customer support through online chat, phone, and email, responding to enquiries ranging from immediate and critical issues to product enhancement requests
- Own customer cases from beginning to end by coordinating with customers and internal teams, keeping relevant stakeholders informed, setting realistic expectations, and ensuring cases are accurately documented and closed
- Escalate and coordinate complex customer issues with relevant business teams, including Development, Sales, Consulting Services, and Finance, through to resolution
- Adapt communication and support approaches to different customer personas and varying levels of technical expertise, from Information Technology (IT) teams to customers working directly in the field
- Provide guidance and training to customers and introduce Consulting Services when the assistance required falls outside the scope of standard support
- Participate in proactive customer support initiatives, including customer training webinars
- Contribute to the development and maintenance of customer-facing knowledge base content
- Identify recurring customer issues and share insights that can improve support processes and the overall customer experience
Minimum Qualifications
- Strong written and verbal communication skills with the ability to interact professionally with customers, team members, and cross-functional stakeholders
- Strong troubleshooting and problem-solving skills
- Customer-focused mindset with a genuine desire to help customers and colleagues
- Positive attitude and strong work ethic
- Strong technical aptitude with a willingness and ability to learn new technologies and processes
Preferred Qualifications
- Experience in customer support, technical support, or a customer-facing Software as a Service (SaaS) environment
- Experience supporting customers through multiple channels, including chat, phone, and email
- Familiarity with case management, ticketing, or customer support systems
- Experience creating or maintaining customer knowledge base content
- Experience delivering customer training, webinars, or product demonstrations
- Familiarity with the construction industry or construction technology solutions
The Ideal Candidate
The ideal candidate is a customer-focused and technically curious professional who enjoys solving problems, helping others, and delivering a positive support experience
- Communicates clearly, professionally, and empathetically with customers, colleagues, and cross-functional teams
- Approaches customer issues with curiosity and applies structured troubleshooting to identify effective solutions
- Takes ownership of customer cases and follows issues through to successful resolution
- Adapts communication and support approaches to customers with different levels of technical expertise
- Manages multiple customer requests while maintaining accuracy, responsiveness, and service quality
- Collaborates effectively with Development, Sales, Consulting Services, Finance, and other internal teams to resolve customer issues
- Demonstrates a positive attitude, strong work ethic, and commitment to delivering an excellent customer experience
- Learns new products, technologies, and processes quickly and applies that knowledge effectively
- Shares knowledge with colleagues and contributes to continuous improvement of support processes and customer resources
- Demonstrates accountability, reliability, and a genuine desire to help customers succeed
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