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 solid 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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📌 Product Support Representative (Melbourne)
🏢 Autodesk
📍 Melbourne