Remote SaaS Product Support Specialist

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

Job summary

Autodesk's GCPay team seeks a Product Support Representative to be the frontline for customers, delivering phone, email, and live chat support. You will troubleshoot, onboard customers, and handle subscription inquiries in a fully remote role aligned with West Coast hours.

You'll collaborate with Sales, Customer Success, Engineering, and Finance to resolve issues, document trends, and drive product improvements, reporting to the Customer Service Associate Manager.

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

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 escalate 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 SaaS

Troubleshooting

Clear communication

Cross‑platform support (iOS/Android/PC

Time management

Collaboration

Metrics-driven

Tools

Microsoft 365

OneDrive

Job description

Autodesk's GCPay team seeks a Product Support Representative to be the frontline for customers, delivering phone, email, and live chat support. You will troubleshoot, onboard customers, and handle subscription inquiries in a fully remote role aligned with West Coast hours.

You'll collaborate with Sales, Customer Success, Engineering, and Finance to resolve issues, document trends, and drive product improvements, reporting to the Customer Service Associate Manager.