Product Support Representative

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

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