SaaS Product Support Specialist

Merantix; Ireland; On-site; EUR 30,000 - 45,000; Full time

Job summary

Autodesk Payapps, a global SaaS platform simplifying the progress claims process in the construction industry, is seeking a Product Support Representative. You will provide exceptional support to a diverse customer base and report to the Payapps Support Team Manager.

Responsibilities include handling customer queries via chat, phone and email; monitoring queues; owning cases from start to finish; coordinating with development, sales, account management and finance when needed; and contributing

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.

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.

Skills

Customer service

Troubleshooting

MS Office

SLA targets

Collaboration

Multitasking

English

Job description

Autodesk Payapps, a global SaaS platform simplifying the progress claims process in the construction industry, is seeking a Product Support Representative. You will provide exceptional support to a diverse customer base and report to the Payapps Support Team Manager.

Responsibilities include handling customer queries via chat, phone and email; monitoring queues; owning cases from start to finish; coordinating with development, sales, account management and finance when needed; and contributing