Customer Support Representative

4 weeks ago

Melbourne, Victoria, Australia BuildPass Full time

Join to apply for the Customer Support Representative role at BuildPass

About BuildPass
BuildPass is a venture-backed SaaS organization on a mission to innovate within the construction industry. We've developed a construction site operations platform that connects Builders, Subcontractors, and Workers to deliver safer and more productive sites. Industry knowledge can be taught; we value ambition to learn and a desire to join a high-performing team.

About The Role

BuildPass is a customer-focused company. As a Customer Support Specialist, you will be one of the first points of contact for our customers. You will manage and resolve queries, design help desk content, train remote support staff, create training videos, and assist our Sales and Customer Success teams with a variety of tasks.

What you'll be like
  • An Early Bird – comfortable with construction start times
  • Tech Savvy – good technical skills and a love of learning new tools
  • Problem Solver – can tackle customer queries efficiently
  • Articulate – friendly and confident over the phone
  • Proactive – shows initiative, not just task-driven
  • Product Guru – quickly becomes an expert in our product
  • Interested in AI and automation – eager to do more with less
Key Responsibilities
  • Be one of the first points of contact for customers, answering calls and responding to live chats
  • Resolve customer problems swiftly and report technical issues to the product team
  • Train remote support staff to ensure consistent customer support
  • Create training videos for internal and external use
  • Support the sales team by making check-in calls to trial users and managing Hubspot deals
  • Assist the customer success team with analyzing product usage and other tasks
Experience and Skills

If you're driven and capable, there's no strict requirement for years of experience. However, a few years in a similar role or in the construction industry would be beneficial.

  • Solid technical skills and willingness to learn new tools
  • Comfortable answering calls and engaging with customers
  • Ability to solve problems efficiently
  • Interest in setting up automations, especially using AI
  • Active participant in an ambitious team

PS: We know the perfect candidate doesn't exist. If you can contribute in a unique way, even if you don't match everything described, please reach out. We're keen to hear from you

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Other
Industries
  • Software Development

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