Remote Product Support Specialist – West Coast Hours

Autodesk; Hartford (CT); Remote; USD 42,000 - 70,000; Full time

Job summary

GCPay is seeking a Customer Support professional to join our fully remote team, serving customers across the United States and Canada. You’ll handle inquiries via phone, email, and chat, troubleshoot issues, onboard users, and manage subscriptions with a focus on timely, high-quality assistance.

You’ll work with cross-functional teams to advocate for customers, document issues clearly, and aim to continually improve the support experience while meeting SLA targets.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills with thoughtful diagnosis.
• Excellent communication in written and verbal form.
• Experience supporting cloud-based tools across devices and platforms.
• Ability to manage multiple priorities with organization and focus.
• A collaborative, accountable work style with integrity.
• Comfort using performance metrics to drive improvements.

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

Skills

Troubleshooting

Communication

Cloud tools

Multitasking

Collaboration

Metrics mindset

Tools

Microsoft Suite

OneDrive

Job description

GCPay is seeking a Customer Support professional to join our fully remote team, serving customers across the United States and Canada. You’ll handle inquiries via phone, email, and chat, troubleshoot issues, onboard users, and manage subscriptions with a focus on timely, high-quality assistance.

You’ll work with cross-functional teams to advocate for customers, document issues clearly, and aim to continually improve the support experience while meeting SLA targets.