Remote SaaS Product Support Specialist

Autodesk; Indianapolis (IN); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a remote Product Support Representative to be the first point of contact for customers, delivering high-quality assistance across phone, email, and live chat.

You will triage, diagnose, and resolve product usage and subscription inquiries, collaborating with cross-functional teams to improve the customer experience. This role emphasizes continuous improvement and customer-focused outcomes.

Qualifications

• 1+ year in SaaS customer support via phone, email, and chat.
• Strong troubleshooting with thoughtful diagnosis.
• Clear, patient communication across channels.

Responsibilities

• Provide high-quality support via phone, email, and live chat for technical issues, product usage, onboarding, and subscriptions.
• Own customer issues from first contact to resolution with clear expectations and follow-up.
• Document and escalate technical problems with clear records to aid resolution and product improvements.
• Monitor and manage support queues to meet service level expectations.
• Collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers.
• Share feedback and trends with Tier 2 teams and leadership to improve product and service.
• Contribute to team initiatives to enhance support operations and satisfaction.
• Proactively suggest improvements to help the team evolve and perform better.

Skills

Customer support

Troubleshooting

Communication

Multi-tasking

Team collaboration

Performance metrics

Tools

Microsoft 365 / OneDrive

Job description

Autodesk is seeking a remote Product Support Representative to be the first point of contact for customers, delivering high-quality assistance across phone, email, and live chat.

You will triage, diagnose, and resolve product usage and subscription inquiries, collaborating with cross-functional teams to improve the customer experience. This role emphasizes continuous improvement and customer-focused outcomes.