Remote SaaS Customer Support Specialist

Autodesk; Illinois; Remote; USD 49,000 - 88,000; Full time

Benefits offered by this job

Health benefits

Financial benefits

Paid time off

Wellness programs

Job summary

Autodesk's GCPay team seeks a Customer Support Representative to join a fully remote group serving North American customers. You will handle inquiries via phone, email, and chat, troubleshoot issues, and guide users through onboarding and subscriptions while maintaining high CSAT and efficient response times.

Work with Sales, Customer Success, Engineering, and Finance to resolve problems, document incidents, and identify product improvements.

Qualifications

• 1+ year of experience in a SaaS customer support role.
• 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

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

Customer support

Troubleshooting

Communication

Multitasking

Collaboration

Tools

Microsoft 365

OneDrive

Windows

iOS/Android compatibility

Job description

Autodesk's GCPay team seeks a Customer Support Representative to join a fully remote group serving North American customers. You will handle inquiries via phone, email, and chat, troubleshoot issues, and guide users through onboarding and subscriptions while maintaining high CSAT and efficient response times.

Work with Sales, Customer Success, Engineering, and Finance to resolve problems, document incidents, and identify product improvements.