Remote SaaS Product Support Specialist

Autodesk; Lawton (OK); Remote; USD 49,000 - 88,000; Full time

Job summary

GCPay is seeking a Product Support Representative to serve as the front line for customers in North America, helping them maximize our invoicing platform. You’ll resolve issues via phone, email, and live chat, guide onboarding, and handle subscription inquiries with a focus on reliability and satisfaction.

You'll collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers and drive product improvements, while maintaining clear records and meeting service levels

Qualifications

• 1+ year of experience in customer support within a SaaS environment.
• Strong troubleshooting with thoughtful issue diagnosis.
• Clear, professional, and patient written and verbal communication.
• Experience supporting cloud-based tools 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) 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 expand 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 your work with a continuous improvement mindset, bringing forward ideas that help the team evolve and perform at its best

Skills

Customer support

SaaS experience

Troubleshooting

Communication

Multitasking

Collaboration

Tools

Microsoft Suite

OneDrive

Job description

GCPay is seeking a Product Support Representative to serve as the front line for customers in North America, helping them maximize our invoicing platform. You’ll resolve issues via phone, email, and live chat, guide onboarding, and handle subscription inquiries with a focus on reliability and satisfaction.

You'll collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers and drive product improvements, while maintaining clear records and meeting service levels