Product Support Representative
Autodesk
Job Requisition ID #
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.
We support hybrid working schedule with 2 obligatory days of presence in our office in Newcastle city centre, UK.
Payapps
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.
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
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About Autodesk
Welcome 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 transparency
Salary 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.Sales Careers
Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. Learn more here: https://www.autodesk.com/careers/sales
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We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging
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