Product Support Representative
Core
Provide multi-channel support for Payapps, a SaaS platform streamlining progress claims in the construction industry.
Role type
Customer Support Representative (SaaS)
Builds
Payapps collaboration platform for general contractors and subcontractors
Domain
Construction technology / SaaS
Deliverable
client delivery
Required skills
troubleshooting, problem-solving, case management, knowledge base creation, customer training delivery, cross-functional collaboration
Preferred skills
SaaS environment experience, multi-channel support experience, construction industry familiarity
Responsibilities
Monitor support queues and maintain service levels; respond to customer enquiries via chat, phone, and email; own customer cases from start to finish; escalate complex issues to internal teams; provide customer training and guidance; contribute to knowledge base content; identify recurring issues to improve processes.