Product Support Representative

Autodesk; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Autodesk is seeking a Product Support Representative for Payapps in the United States. This role supports diverse customers via chat, phone, and email, handling training, critical issues, and enhancement requests.

You will monitor queues, own cases end-to-end, and coordinate with development, sales, and finance as needed. The position requires 3+ years in SaaS customer support, strong troubleshooting, and excellent English communication.

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.

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.

Skills

Customer service

SLA awareness

Multitasking

English communication

Problem solving

Cross-functional collaboration

Tools

MS Office

Job description

Job Requisition ID #

26WD100943

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.

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.

Key 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 our 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.

In-Person Onboarding and Identity Verification

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