Remote SaaS Product Support Specialist

Autodesk; Maine; Remote; USD 49,000 - 88,000; Full time

Job summary

GCPay is seeking a Customer Support professional to join our fully remote team, working West Coast hours. You’ll be the front line for customers, helping them maximize the value of GCPay while ensuring a smooth, reliable experience.

You’ll handle inquiries via phone, email and live chat, troubleshoot issues, onboard users, and manage subscriptions. Join a collaborative team and grow your product expertise over time.

Qualifications

• 1+ year in a SaaS customer support role via phone, email and chat.
• Strong troubleshooting mindset with thoughtful issue diagnosis.
• Clear, professional and patient written and verbal communication.
• Experience supporting cloud-based tools across iOS, Android and Windows.
• Ability to juggle multiple priorities with organization.
• Collaborative, accountable work style with integrity.
• Comfort tracking CSAT, productivity and quality metrics.

Responsibilities

• Deliver high‑quality support via phone, email and live chat for troubleshooting, onboarding and subscription inquiries.
• Own customer issues from first contact to resolution with clear expectations and follow‑up.
• Document and escalate technical issues with clear records for resolution.
• Monitor support queues to meet service level expectations.
• Partner with Sales, Customer Success, Engineering and Finance to improve the customer experience.
• Share feedback and insights with Tier 2 teams and leadership for product improvements.
• Contribute to initiatives that enhance support operations and customer satisfaction.
• Maintain a continuous improvement mindset to evolve team performance.

Skills

Customer support

Troubleshooting

Clear communication

SaaS experience

Multitasking

Team collaboration

Metrics awareness

Tools

Microsoft 365

OneDrive

Mobile/desktop support

Job description

GCPay is seeking a Customer Support professional to join our fully remote team, working West Coast hours. You’ll be the front line for customers, helping them maximize the value of GCPay while ensuring a smooth, reliable experience.

You’ll handle inquiries via phone, email and live chat, troubleshoot issues, onboard users, and manage subscriptions. Join a collaborative team and grow your product expertise over time.