SaaS Product Support Specialist

Autodesk; Ireland; On-site; EUR 34,000 - 52,000; Full time

Job summary

Autodesk in Ireland is seeking a Product Support Representative to assist Payapps customers across online chat, phone and email. You will own cases end-to-end, escalate when needed, and contribute to a knowledge base.

You will join the Payapps Support Team, handle diverse queries from IT teams to on-site workers, and help maintain service levels while delivering clear solutions and training webinars.

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

SLAs

Collaboration

Multitasking

English communication

Personal development

Tools

MS Office

Job description

Autodesk in Ireland is seeking a Product Support Representative to assist Payapps customers across online chat, phone and email. You will own cases end-to-end, escalate when needed, and contribute to a knowledge base.

You will join the Payapps Support Team, handle diverse queries from IT teams to on-site workers, and help maintain service levels while delivering clear solutions and training webinars.