Job Requisition ID #26WD100943Role overviewAs 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 ResponsibilitiesProvide 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 Qualifications3+ 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 imp