Product Support Representative
Core
Provide exceptional support to diverse Payapps customers via online chat, phone, and email, addressing queries from general support to critical issues and enhancement requests.
Role type
Customer Support Representative (SaaS)
Builds
Payapps, a global SaaS platform simplifying progress claims in the construction industry
Domain
Construction industry / SaaS
Deliverable
client delivery
Required skills
troubleshooting customer queries, gathering information, recreating issues, providing clear solutions, MS Office proficiency, meeting service level targets, effective multitasking, task prioritisation
Preferred skills
experience in SaaS environment, conducting training webinars, contributing to knowledge base development
Technologies
MS Office, Payapps platform
Responsibilities
Monitor support queues to maintain service levels, own cases from start to finish, escalate and coordinate with business units, cater to different customer personas, participate in proactive support activities like training webinars, contribute to customer knowledge base
Seniority
Mid-level, hands-on IC