Remote SaaS Product Support Specialist

Autodesk; Glendale (AR); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a GCPay Product Support Representative for our fully remote team, primarily West Coast hours. You will deliver high-quality guidance via phone, email, and live chat, assisting customers with technical issues, onboarding, and subscription inquiries.

You’ll own issues from start to finish, collaborate with Sales, Customer Success, Engineering, and Finance, and help drive product improvements through thoughtful documentation and feedback.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills with the ability to diagnose issues thoughtfully.
• Excellent communication—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.
• Ability to manage multiple priorities at once while staying organized and customer‑focused.
• A collaborative, accountable work style with a high level of integrity.
• Comfort working with performance metrics (e.g., CSAT, productivity, quality) and using them to improve outcomes.

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 escalate 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 work with a continuous improvement mindset, bringing forward ideas that help the team evolve and perform at its best.

Skills

Customer support

Troubleshooting

Communication

Multi-tasking

Team collaboration

CSAT focus

Tools

Microsoft 365

OneDrive

iOS

Android

Windows

Job description

Autodesk is seeking a GCPay Product Support Representative for our fully remote team, primarily West Coast hours. You will deliver high-quality guidance via phone, email, and live chat, assisting customers with technical issues, onboarding, and subscription inquiries.

You’ll own issues from start to finish, collaborate with Sales, Customer Success, Engineering, and Finance, and help drive product improvements through thoughtful documentation and feedback.