Remote SaaS Product Support Specialist

Autodesk; Augusta (ME); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a GCPay Product Support Representative to join a fully remote, East Coast–hours team. You’ll be the frontline for customers, guiding them to maximize the GCPay platform and ensuring a reliable experience across phone, chat, and email channels.

You’ll work with cross-functional teams to resolve issues, document concerns, and drive product improvements while maintaining high CSAT and service levels.

Qualifications

• 1+ year in a SaaS customer support role via phone, email and chat.
• Strong troubleshooting skills with thoughtful diagnosis.
• Clear, professional and patient communication in writing and speech.

Responsibilities

• Deliver high-quality support via phone, email, and live chat for product usage and subscriptions.
• Own issues from first contact to resolution with timely follow-up.
• Document issues clearly to support resolution and product improvement.
• Manage support queues to meet service levels consistently.
• Collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers.
• Share feedback and trends with Tier 2 and leadership to drive improvements.
• Contribute to projects that enhance support operations and satisfaction.
• Apply a continuous improvement mindset to evolve the team’s performance.

Skills

Troubleshooting

Communication

Cloud tools

Multitasking

Collaboration

Metrics awareness

Tools

Microsoft Office 365

OneDrive

Job description

Autodesk is seeking a GCPay Product Support Representative to join a fully remote, East Coast–hours team. You’ll be the frontline for customers, guiding them to maximize the GCPay platform and ensuring a reliable experience across phone, chat, and email channels.

You’ll work with cross-functional teams to resolve issues, document concerns, and drive product improvements while maintaining high CSAT and service levels.