Remote SaaS Product Support Specialist

Autodesk; Dallas (TX); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a Product Support Representative to join a fully remote team. You will be the front line for customers, helping them maximize the use of our cloud-based tools and ensuring a smooth, reliable experience.

This role reports to the Customer Service Associate Manager and operates on East Coast hours. Responsibilities include handling inquiries via phone, email, and chat, diagnosing issues, and coordinating with Sales, Engineering, and Finance to deliver top-notch service.

Qualifications

• 1+ year in SaaS customer support via phone, email, and chat.
• Strong troubleshooting with thoughtful issue diagnosis.
• Excellent written and verbal communication.
• Experience supporting cloud-based tools (Microsoft 365, OneDrive) across platforms.
• Ability to manage multiple priorities and stay organized.
• Collaborative, accountable work style with integrity.
• Comfort with performance metrics (CSAT, productivity, quality).

Responsibilities

• Deliver high-quality support via phone, email, and live chat.
• Own customer issues from first contact to resolution with clear follow-up.
• Document and elevate technical issues with clear records for resolution.
• Manage support queues to meet service levels.
• Collaborate with Sales, Customer Success, Engineering, and Finance to improve experience.
• Share feedback and trends with Tier 2 teams and leadership.
• Contribute to initiatives that optimize support operations.
• Continuously seek ways to improve team performance.

Skills

Customer support

Troubleshooting

Communication

Cloud tools experience

Multi-tasking

CSAT performance metrics

Collaboration

Tools

Microsoft 365

OneDrive

Windows

iOS

Android

Job description

Autodesk is seeking a Product Support Representative to join a fully remote team. You will be the front line for customers, helping them maximize the use of our cloud-based tools and ensuring a smooth, reliable experience.

This role reports to the Customer Service Associate Manager and operates on East Coast hours. Responsibilities include handling inquiries via phone, email, and chat, diagnosing issues, and coordinating with Sales, Engineering, and Finance to deliver top-notch service.