Product Support Representative

Product Support Representative

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 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

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

Minimum Qualifications

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 prioritization

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 organizational development