Remote SaaS Product Support Specialist

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

Job summary

GCPay is seeking a Product Support Representative to join our fully remote team. You’ll be the frontline for customers, guiding them through onboarding, troubleshooting, and subscription inquiries while ensuring a reliable experience.

You’ll work East Coast hours and collaborate with Sales, Customer Success, Engineering, and Finance to elevate the customer journey and product outcomes. This role offers growth in a thriving North American SaaS environment.

Qualifications

• 1+ year of experience in customer support within a SaaS environment.
• Strong troubleshooting skills and thoughtful issue diagnosis.
• Excellent written and verbal communication, patient and professional.
• Experience supporting cloud-based tools across iOS, Android, and Windows.
• Ability to manage multiple priorities while staying organized.
• A 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, assisting with troubleshooting and onboarding.
• Take ownership of customer issues from first contact through resolution with clear expectations.
• Document and escalate technical issues with clear, actionable records.
• Monitor and manage 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.
• Apply a continuous improvement mindset to help the team evolve.

Skills

Customer support SaaS

Troubleshooting

Communication

Multi-tasking

Collaboration

Metrics literacy

Tools

Microsoft 365

OneDrive

Job description

GCPay is seeking a Product Support Representative to join our fully remote team. You’ll be the frontline for customers, guiding them through onboarding, troubleshooting, and subscription inquiries while ensuring a reliable experience.

You’ll work East Coast hours and collaborate with Sales, Customer Success, Engineering, and Finance to elevate the customer journey and product outcomes. This role offers growth in a thriving North American SaaS environment.