Remote SaaS Product Support Specialist

Autodesk, Inc.; Alabama; Hybrid; USD 49,000 - 88,000; Full time

Benefits offered by this job

Remote work

Benefits package

Paid time off

Wellness programs

Job summary

Autodesk, Inc. is seeking a GCPay Customer Support Representative to join our fully remote team.

You will deliver high-quality support via phone, email, and live chat, assist with onboarding and subscription inquiries, and help customers get the most from GCPay while ensuring a smooth experience. You will document issues, manage queues to meet SLAs, and collaborate with Sales, Customer Success, Engineering, and Finance to drive better outcomes.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills with thoughtful diagnosis.
• Excellent communication skills—written and verbal.

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

SaaS customer support

Troubleshooting

Clear communication

Cloud-based tools

Multitasking

Collaboration

Performance metrics

Job description

Autodesk, Inc. is seeking a GCPay Customer Support Representative to join our fully remote team.

You will deliver high-quality support via phone, email, and live chat, assist with onboarding and subscription inquiries, and help customers get the most from GCPay while ensuring a smooth experience. You will document issues, manage queues to meet SLAs, and collaborate with Sales, Customer Success, Engineering, and Finance to drive better outcomes.