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Product Support Representative

Autodesk

Autodesk

Product, Customer Service
Multiple locations
Posted on Tuesday, July 9, 2024

Job Requisition ID #

24WD79733

Position Overview

As a Product Support Representative, you will provide support to the Payapps support team and report directly to the Customer Support Team Leader.

Payapps provides a global collaboration 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. Payapps is used by some of the most well-known builders and their subcontractors across Australia, New Zealand, and the United Kingdom.

Responsibilities

  • Monitor the support queues and uphold service levels for both responding to and closing requests

  • Provide support via an online chat, phone calls and emails. Respond to enquiries ranging from immediate/critical issues through to enhancement requests for changes to the product

  • Own cases from beginning to end i.e. liaise internally and with customer, keep all relevant stakeholders informed whilst setting realistic expectations. Close out cases and tag accurately

  • When required, escalate and coordinate with relevant business units - development, sales, consulting services, finance, through to close out

  • Cater for different customer personas and the range of technical sophistication across the customer base, from IT teams to those 'on the tools'

  • Provide advice and training to users, introducing consulting services where the assistance required is out of the scope of our support offering

  • Participate in proactive customer support such as training webinars for users

  • Contribute towards the development and upkeep of our customer knowledge base

Minimum Qualifications

  • Ability to communicate effectively and professionally with customers, with team members, and across teams

  • Strong troubleshooting skills

  • Desire to help others – both internally and customers

  • A positive attitude and a strong work ethic

  • Technical aptitude and willingness to learn

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Learn More

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 – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future 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, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging
We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

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