Product Support Representative

Overview

Provide SaaS customer support via chat, phone, and email for Payapps users.

Key Responsibilities

• customer support
• issue escalation
• training webinars
• case management
• knowledge base
• queue monitoring

Tasks

-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 -Escalate and coordinate with relevant business units, such as development, sales, account management, and finance when necessary -Participate in proactive customer support activities, including conducting training webinars for users -Own cases from start to finish, communicating effectively with the customer and internal stakeholders, setting realistic expectations and completing follow-up administrative actions -Contribute to the development and maintenance of our customer knowledge base -Monitor support queues, maintaining our service levels for both response and resolution times

Requirements

• troubleshooting
• ms office
• saas experience
• multitasking
• sla experience
• communication

What You Bring

-Proficient in troubleshooting customer queries, gathering information, recreating issues, and providing clear solutions -Effective multitasking and task prioritisation -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 -3+ years in customer service (live chat, email, phone) preferably in a SaaS environment -Cater to different customer personas and varying levels of technical proficiency, from IT teams to on-site workers -Excellent verbal and written English. Has the ability to speak to customers with varying levels of ability showing patience and composure

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About Autodesk

-Pioneered software for 2D and 3D design, revolutionizing industries. -Known for products like AutoCAD, it reshaped architecture, engineering, and manufacturing workflows. -Empowering creators in fields from construction to digital media, enabling more innovative designs. -Develops tools used in iconic projects, from skyscrapers to blockbuster movies. -Pushes the boundaries of design technology, leading the way in artificial intelligence and automation. -Software is a cornerstone in diverse sectors, from industrial to infrastructure, energy, and entertainment. -Cloud-based solutions streamline design processes and foster real-time collaboration across industries. -A leader in 3D design software, with solutions powering projects in every corner of the globe. -Committed to shaping the future of digital design, bringing complex visions to life.

Sector Specialisms