Construction Tech Customer Support Specialist

BuildPass Inc.; Melbourne; Hybrid; AUD 65,000 - 75,000; Full time

Job summary

BuildPass is seeking a Customer Support Specialist to help builders and subcontractors navigate our construction technology platform from our Richmond, Melbourne VIC office. This hybrid, full-time role involves assisting customers via chat, email and phone, troubleshooting issues and contributing to knowledge bases.

No prior tech or SaaS experience is required, but curiosity, initiative and a willingness to learn are essential.

Qualifications

• No prior tech or SaaS experience required.
• Curiosity, initiative and willingness to learn are highly valued.
• Excellent communication and problem-solving mindset.

Responsibilities

• Respond to customer enquiries via live chat, email and phone with clear solutions.
• Troubleshoot software issues and collaborate with Product/Engineering teams for complex problems.
• Create and maintain help centre articles, guides and training resources.
• Explore AI tools and automation to improve support processes and workflows.
• Share customer insights and feature requests to inform product improvements.
• Collaborate with teams across Australia, the United States and the Philippines to ensure a consistent customer experience.

Skills

Customer support

Technical troubleshooting

Knowledge sharing

AI & automation

Product feedback

Team collaboration

Job description

BuildPass is seeking a Customer Support Specialist to help builders and subcontractors navigate our construction technology platform from our Richmond, Melbourne VIC office. This hybrid, full-time role involves assisting customers via chat, email and phone, troubleshooting issues and contributing to knowledge bases.

No prior tech or SaaS experience is required, but curiosity, initiative and a willingness to learn are essential.