Remote SaaS Product Support Specialist

Autodesk; Cleveland (OH); À distance; USD 49 000 - 88 000; Plein temps

Résumé du poste

GCPay is seeking a Product Support Representative to join our fully remote team, serving customers across North America. You’ll handle phone, email, and live chat support, address technical questions, onboard users, and manage subscription inquiries.

You’ll own issues from first contact to resolution, document technical problems clearly, and collaborate with Sales, Customer Success, Engineering, and Finance to improve the overall experience.

Qualifications

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

Responsabilités

• 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 expand 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

Connaissances

SaaS support

Troubleshooting

Clear communication

Time management

Outils

Microsoft 365

OneDrive

Description du poste

GCPay is seeking a Product Support Representative to join our fully remote team, serving customers across North America. You’ll handle phone, email, and live chat support, address technical questions, onboard users, and manage subscription inquiries.

You’ll own issues from first contact to resolution, document technical problems clearly, and collaborate with Sales, Customer Success, Engineering, and Finance to improve the overall experience.