Product Support Representative

About the role

As a Product Support Representative you will provide support to Payapps customers, handling enquiries via chat, phone and email. You will work closely with the Customer Support Manager and collaborate with internal teams to resolve issues and improve the customer experience.

Key responsibilities

• Monitor support queues and maintain service levels for response and resolution.
• Provide multi‑channel customer support, handling issues from critical incidents to product enhancement requests.
• Own cases from start to finish, coordinating with customers and internal teams, setting expectations and documenting outcomes.
• Escalate complex issues to Development, Sales, Consulting Services and Finance and follow through to resolution.
• Adapt communication to different customer personas and technical expertise levels.
• Guide and train customers, introducing Consulting Services when needed.
• Participate in proactive initiatives such as training webinars and contribute to knowledge‑base content.
• Identify recurring issues and share insights to improve support processes.

Required profile

• Strong written and verbal communication skills.
• Excellent troubleshooting and problem‑solving abilities.
• Customer‑focused mindset with a genuine desire to help.
• Positive attitude, strong work ethic and reliability.
• Technical aptitude and willingness to learn new technologies.