Remote SaaS Product Support Specialist

Autodesk; Lexington (VA); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a Customer Support professional for its fully remote team, aligned with East Coast hours. You will be the frontline for customers, helping them maximize value from GCPay and ensuring a reliable experience.

The role emphasizes ownership of issues from start to finish, collaboration with cross-functional teams, and ongoing process improvements to enhance customer satisfaction and product quality.

Qualifications

• 1+ year of experience in a SaaS customer support role via phone, email, and chat.
• Strong troubleshooting ability with thoughtful diagnosis.
• Excellent written and verbal communication; patient and professional.
• Experience supporting cloud-based tools across iOS, Android, and Windows.
• Able to manage multiple priorities and stay organized.
• Collaborative, accountable work style with integrity.
• Familiarity with performance metrics (CSAT, productivity, quality) and using them to improve outcomes.

Responsibilities

• Provide high-quality support via phone, email, and live chat; troubleshoot, onboard, and handle subscription inquiries.
• Own customer issues from first contact to resolution with clear follow-up.
• Document and escalate technical issues with clear records for resolution and product improvement.
• Monitor support queues to meet service level expectations.
• Collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers.
• Share customer feedback and trends with Tier 2 and leadership to inform enhancements.
• Contribute to team initiatives and projects to improve support operations.
• Adopt a continuous improvement mindset to help the team evolve.

Skills

SaaS customer support

Troubleshooting

Clear communication

Multi-channel support

Prioritization

Cross-functional collaboration

Customer advocacy

Remote teamwork

Tools

Microsoft 365

OneDrive

CRM tools

Job description

Autodesk is seeking a Customer Support professional for its fully remote team, aligned with East Coast hours. You will be the frontline for customers, helping them maximize value from GCPay and ensuring a reliable experience.

The role emphasizes ownership of issues from start to finish, collaboration with cross-functional teams, and ongoing process improvements to enhance customer satisfaction and product quality.