Product Support Representative

Autodesk; Augusta (ME); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a GCPay Product Support Representative to join a fully remote, East Coast–hours team. You’ll be the frontline for customers, guiding them to maximize the GCPay platform and ensuring a reliable experience across phone, chat, and email channels.

You’ll work with cross-functional teams to resolve issues, document concerns, and drive product improvements while maintaining high CSAT and service levels.

Qualifications

• 1+ year in a SaaS customer support role via phone, email and chat.
• Strong troubleshooting skills with thoughtful diagnosis.
• Clear, professional and patient communication in writing and speech.

Responsibilities

• Deliver high-quality support via phone, email, and live chat for product usage and subscriptions.
• Own issues from first contact to resolution with timely follow-up.
• Document issues clearly to support resolution and product improvement.
• Manage support queues to meet service levels consistently.
• Collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers.
• Share feedback and trends with Tier 2 and leadership to drive improvements.
• Contribute to projects that enhance support operations and satisfaction.
• Apply a continuous improvement mindset to evolve the team’s performance.

Skills

Troubleshooting

Communication

Cloud tools

Multitasking

Collaboration

Metrics awareness

Tools

Microsoft Office 365

OneDrive

Job description

GCPay, Product Support Representative

Position Overview

GCPay is a leading solution across North America, helping the commercial construction industry streamline and simplify the invoicing process. Our platform supports everything from payment application submission and review to lien waiver exchange and compliance management. With customers in all 50 states and Canada, we’re proud to power a critical part of the construction ecosystem.

We’re looking for a Customer Support professional to join our fully remote team, working East Coast hours and reporting to the Customer Service Associate Manager. In this role, you’ll be the front line for our customers, helping them get the most out of GCPay while ensuring a smooth, reliable experience.

Responsibilities

• Deliver high-quality support via phone, email, and live chat, assisting with technical troubleshooting, product usage, onboarding, and subscription inquiries

• Take ownership of customer issues from first contact through resolution, setting clear expectations and ensuring timely follow-up

• Accurately document and elevate technical issues, creating clear records that support efficient resolution and product improvement

• Monitor and manage support queues to consistently meet service level expectations

• Partner with cross-functional teams- including Sales, Customer Success, Engineering, and Finance to advocate for customers and improve the overall experience

• Share customer feedback, trends, and insights with Tier 2 teams and leadership to help shape product and service enhancements

• Contribute to team initiatives and projects that enhance support operations and customer satisfaction

• Approach your work with a continuous improvement mindset, bringing forward ideas that help the team evolve and perform at its best

Minimum Qualifications

• 1+ year of experience in a customer support role within a SaaS environment, supporting users via phone, email, and chat

• Strong troubleshooting skills with the ability to diagnose issues thoughtfully (not just trial-and-error)

• Excellent communication skills-clear, professional, and patient in both written and verbal interactions

• Experience supporting cloud-based tools (e.g., Microsoft Suite, OneDrive) across iOS, Android, and Windows platforms

• Ability to manage multiple priorities at once while staying organized and customer-focused

• A collaborative, accountable work style with a high level of integrity

• Comfort working with performance metrics (e.g., CSAT, productivity, quality) and using them to improve outcomes

This is an operational, full-contributor role where you’ll handle a variety of customer issues ranging from straightforward to moderately complex. You’ll apply established processes and sound judgment to solve problems, while continuing to build your expertise in our product, customers, and industry.

You’ll work with a supportive team, receive guidance when needed, and have opportunities to grow your skills and impact over time.

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 - 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!

Benefits

• From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Learn more about our benefits in the U.S. by visiting https://benefits.autodesk.com/

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $49,300 and $88,330. Offers are based on the candidate’s experience and geographic location, and may exceed this range. 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

Equal Employment Opportunity

At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic. We also consider for employment all qualified applicants regardless of criminal histories, consistent with applicable law.

Belonging

We take pride in cultivating a culture of belonging where everyone can thrive. Learn more here: https://www.autodesk.com/company/global-belonging

In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.