Job Requisition ID #
25WD91707
Role overview
As a Product Support Representative, you will provide exceptional support to our diverse Payapps customers and will report to the Payapps Support Team Manager.
We support hybrid working schedule with 2 obligatory days of presence in our office in Newcastle city centre, UK.
Payapps
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.
Responsibilities
1. 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
2. Monitor support queues, maintaining our service levels for both response and resolution times
3. Own cases from start to finish, communicating effectively with the customer and internal stakeholders, setting realistic expectations and completing follow-up administrative actions
4. Escalate and coordinate with relevant business units, such as development, sales, account management, and finance when necessary
5. Cater to different customer personas and varying levels of technical proficiency, from IT teams to on-site workers
6. Participate in proactive customer support activities, including conducting training webinars for users
7. Contribute to the development and maintenance of our customer knowledge base
Minimum Qualifications
8. 3+ years in customer service (live chat, email, phone) preferably in a SaaS environment
9. Proficient in troubleshooting customer queries, gathering information, recreating issues, and providing clear solutions
10. Strong computer skills, including MS Office and quick learning of new applications
11. Experience meeting service level targets; understands individual and team impact
12. Collaborative work ethic, with high integrity and accountability
13. Effective multitasking and task prioritisation
14. Excellent verbal and written English. Has the ability to speak to customers with varying levels of ability showing patience and composure
15. Passionate about personal and organisational development
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About Autodesk
Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.
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Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.
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