Remote SaaS Product Support Specialist

Autodesk; Knoxville (TN); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team, aligned to East Coast hours. You’ll be the frontline for customers, helping them maximize value from our invoicing and compliance platform while delivering a smooth, reliable experience.

In this operational role, you’ll troubleshoot, document issues, and collaborate with Sales, Customer Success, Engineering, and Finance to improve the product and service.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting and diagnostic skills.
• Excellent written and verbal communication.
• Experience supporting cloud-based tools across iOS, Android, and Windows.
• Ability to manage multiple priorities with a customer-focused approach.
• Collaborative, accountable work style with integrity.
• Comfort working with performance metrics (CSAT, productivity, quality).

Responsibilities

• Deliver high-quality support via phone, email, and live chat.
• Take ownership of customer issues from first contact through resolution, setting clear expectations and ensuring timely follow-up.
• Accurately document and elevate technical issues, creating clear records for efficient resolution.
• Monitor and manage support queues to meet service level expectations.
• Partner with cross-functional teams—including Sales, Customer Success, Engineering, and Finance—to advocate for customers.
• Share customer feedback, trends, and insights with Tier 2 teams and leadership.
• Contribute to team initiatives and projects that enhance support operations and customer satisfaction.
• Approach work with a continuous improvement mindset.

Skills

Customer support

Troubleshooting

Communication

Cloud tools

Multi-tasking

Team collaboration

Performance metrics

Tools

Microsoft 365

OneDrive

Job description

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team, aligned to East Coast hours. You’ll be the frontline for customers, helping them maximize value from our invoicing and compliance platform while delivering a smooth, reliable experience.

In this operational role, you’ll troubleshoot, document issues, and collaborate with Sales, Customer Success, Engineering, and Finance to improve the product and service.