Remote SaaS Product Support Specialist

Autodesk; Columbia (SC); À distance; USD 49 000 - 88 000; Plein temps

Résumé du poste

Autodesk is hiring a remote Customer Support Representative to help GCPay users with onboarding, usage, and subscription inquiries. You’ll work East Coast hours, handle phone, email, and chat, and collaborate with Sales, Customer Success, Engineering, and Finance to ensure a smooth experience for customers across the United States and Canada.

You’ll resolve issues, document findings, monitor queues, and contribute to ongoing improvements while maintaining a high level of service quality and

Qualifications

• 1+ year of customer support in a SaaS environment.
• Strong troubleshooting and diagnostic skills.
• Clear, professional written and verbal communication.
• Experience supporting cloud-based tools on iOS, Android, Windows.
• Ability to manage multiple priorities and stay organized.
• Collaborative, accountable work style with integrity.
• Comfort with performance metrics (CSAT, productivity, quality).

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 escalate issues when needed
• 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

Troubleshooting

Communication

Multitasking

Collaboration

Metrics-minded

Customer empathy

Outils

Microsoft Suite

OneDrive

Description du poste

Autodesk is hiring a remote Customer Support Representative to help GCPay users with onboarding, usage, and subscription inquiries. You’ll work East Coast hours, handle phone, email, and chat, and collaborate with Sales, Customer Success, Engineering, and Finance to ensure a smooth experience for customers across the United States and Canada.

You’ll resolve issues, document findings, monitor queues, and contribute to ongoing improvements while maintaining a high level of service quality and