Product Support Representative

Autodesk, Inc.; Dublin; Remote; EUR 38,000 - 52,000; Full time

Job summary

Autodesk, Inc. is seeking a Product Support Representative for Payapps in Ireland. You will deliver expert customer support across chat, phone and email, handling training and critical issues while maintaining responsive service levels.

You will own cases end-to-end, escalate when needed, and collaborate with development, sales, finance and account management. Strong English and SaaS support experience are essential.

Qualifications

• 3+ years in customer service (live chat, phone or email) in a SaaS environment.
• Proficient at troubleshooting customer queries and providing clear solutions.
• Strong computer skills and quick learning of new applications.
• Excellent verbal and written English with clear communication.

Responsibilities

• Provide customer support via online chat, phone calls and emails for Payapps customers.
• Monitor support queues and maintain service levels for response and resolution times.
• Own cases from start to finish and communicate with customers and internal stakeholders.
• Escalate and coordinate with development, sales, account management and finance when needed.
• Support various customer personas, from IT teams to on-site workers.
• Participate in training webinars and contribute to the knowledge base.

Skills

Customer service

Troubleshooting

MS Office

English proficiency

Communication

Tools

MS Office

Job description

## Product Support RepresentativeApply: EMEA - Ireland - Offsite/Home: Full time: Posted Today: 26WD100943**Job Requisition ID #**26WD100943**Role overview**As a Product Support Representative, you will provide exceptional support to our diverse Payapps customers and will report to the Payapps Support Team Manager.Payapps is a global SaaS platform that is simplifying the progress claims process within the construction industry.We streamline the way general contractors, and their subcontractors manage payment applications, so they can spend more time constructing our built environment and less time chasing payment invoices and reconciling spreadsheets.Trusted by leading builders and subcontractors in Australia, New Zealand, United Kingdom and Ireland, Payapps is making a real difference.**Key Responsibilities*** 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.* Monitor support queues, maintaining our service levels for both response and resolution times.* Own cases from start to finish, communicating effectively with the customer and internal stakeholders, setting realistic expectations and completing follow-up administrative actions.* Escalate and coordinate with relevant business units, such as development, sales, account management, and finance when necessary.* Cater to different customer personas and varying levels of technical proficiency, from IT teams to on-site workers.* Participate in proactive customer support activities, including conducting training webinars for users.* Contribute to the development and maintenance of our customer knowledge base.**Minimum Qualifications*** 3+ years in customer service (live chat, email, phone) preferably in a SaaS environment.* Proficient in troubleshooting customer queries, gathering information, recreating issues, and providing clear solutions.* 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.* Effective multitasking and task prioritisation.* Excellent verbal and written English. Has the ability to speak to customers with varying levels of ability showing patience and composure.* Passionate about personal and organisational development.#LI-IS1