Remote SaaS Product Support Specialist

Autodesk; Kansas City (MO); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk's GCPay team seeks a Customer Support Representative to be the front line for customers, handling phone, email, and chat, resolving issues, and guiding product usage in a fully remote role with East Coast hours.

You'll collaborate with Sales, Success, Engineering, and Finance, document issues, monitor queues, and contribute to service improvements while growing product knowledge.

Qualifications

• 1+ year in SaaS customer support via phone, email, and chat.
• Strong troubleshooting with a thoughtful diagnostic approach.
• Clear, professional, patient communication in written and verbal form.
• Experience supporting cloud tools (Microsoft Suite, OneDrive) across iOS, Android, and Windows.
• Ability to manage multiple priorities while staying organized and customer-focused.
• Collaborative, accountable work style with integrity.
• Comfort with performance metrics (CSAT, productivity, quality) to drive improvements.

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 timely follow-up.
• Accurately document and elevate technical issues, creating clear records to support resolution and product improvement.
• Monitor and manage support queues to meet service level expectations.
• Partner with Sales, Customer Success, Engineering, and Finance to advocate for customers and improve experience.
• Share customer feedback, trends, and insights with Tier 2 teams and leadership to shape enhancements.
• Contribute to team initiatives and projects that improve support operations and satisfaction.
• Approach work with a continuous improvement mindset and bring ideas to evolve the team.

Skills

Customer support

SaaS

Troubleshooting

Communication

Cross-functional collaboration

Multitasking

Tools

Microsoft 365

OneDrive

iOS

Android

Windows

Job description

Autodesk's GCPay team seeks a Customer Support Representative to be the front line for customers, handling phone, email, and chat, resolving issues, and guiding product usage in a fully remote role with East Coast hours.

You'll collaborate with Sales, Success, Engineering, and Finance, document issues, monitor queues, and contribute to service improvements while growing product knowledge.