Product Support Representative

Autodesk, Inc; Melbourne; On-site; AUD 60,000 - 80,000; Full time

Job summary

Autodesk Payapps seeks a Product Support Representative to assist Payapps customers via chat, phone, and email, handling cases from start to finish with coordination across internal teams in a global SaaS environment.

You will monitor queues, maintain service levels, and contribute to knowledge base content while adapting to various customer personas. A customer-focused, problem-solving approach and willingness to learn are essential for success.

Qualifications

• Experience in customer support or SaaS environments.
• Strong written and verbal communication with customers and cross-functional teams.
• Ability to troubleshoot and solve problems while maintaining a customer-focused mindset.
• Experience with case management or ticketing systems is preferred.

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, handling enquiries from immediate issues to product enhancements.
• Own customer cases from start to finish by coordinating with customers and internal teams, keeping stakeholders informed, and closing cases.
• Escalate and coordinate complex issues with Development, Sales, Consulting Services, and Finance to resolution.
• Adapt communication to different customer personas and levels of technical expertise.
• Provide guidance and training to customers and introduce Consulting Services when needed.
• Contribute to proactive customer support initiatives, including customer training webinars.
• Help develop and maintain customer-facing knowledge base content.

Skills

Strong communication

Customer-focused

Problem-solving

Technical aptitude

Cross-functional collaboration

Tools

Ticketing systems

Knowledge base management

Job description

Job ID26WD101311Job Requisition ID #26WD101311Position OverviewAs 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.ResponsibilitiesMonitor customer support queues and maintain established service levels for responding to and resolving requestsProvide customer support through online chat, phone, and email, responding to enquiries ranging from immediate and critical issues to product enhancement requestsOwn 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 closedEscalate and coordinate complex customer issues with relevant business teams, including Development, Sales, Consulting Services, and Finance, through to resolutionAdapt 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 fieldProvide guidance and training to customers and introduce Consulting Services when the assistance required falls outside the scope of standard supportParticipate in proactive customer support initiatives, including customer training webinarsContribute to the development and maintenance of customer-facing knowledge base contentIdentify recurring customer issues and share insights that can improve support processes and the overall customer experienceMinimum QualificationsStrong written and verbal communication skills with the ability to interact professionally with customers, team members, and cross-functional stakeholdersStrong troubleshooting and problem-solving skillsCustomer-focused mindset with a genuine desire to help customers and colleaguesPositive attitude and strong work ethicStrong technical aptitude with a willingness and ability to learn new technologies and processesPreferred QualificationsExperience in customer support, technical support, or a customer-facing Software as a Service (SaaS) environmentExperience supporting customers through multiple channels, including chat, phone, and emailFamiliarity with case management, ticketing, or customer support systemsExperience creating or maintaining customer knowledge base contentExperience delivering customer training, webinars, or product demonstrationsFamiliarity with the construction industry or construction technology solutionsThe Ideal CandidateThe ideal candidate is a customer-focused and technically curious professional who enjoys solving problems, helping others, and delivering a positive support experienceCommunicates clearly, professionally, and empathetically with customers, colleagues, and cross-functional teamsApproaches customer issues with curiosity and applies structured troubleshooting to identify effective solutionsTakes ownership of customer cases and follows issues through to successful resolutionAdapts communication and support approaches to customers with different levels of technical expertiseManages multiple customer requests while maintaining accuracy, responsiveness, and service qualityCollaborates effectively with Development, Sales, Consulting Services, Finance, and other internal teams to resolve customer issuesDemonstrates a positive attitude, strong work ethic, and commitment to delivering an excellent customer experienceLearns new products, technologies, and processes quickly and applies that knowledge effectivelyShares knowledge with colleagues and contributes to continuous improvement of support processes and customer resourcesDemonstrates accountability, reliability, and a genuine desire to help customers succeed#LI-PW1Learn MoreAbout AutodeskWelcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world.When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. Ready to shape the world and your future? Join us!Salary transparencySalary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.BelongingWe take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belongingIn-Person Onboarding and Identity VerificationThis role may require in-person onboarding and/or in-person ID verification.