Remote SaaS Product Support Specialist

Autodesk, Inc.; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

GCPay seeks a Product Support Representative to join our fully remote team, serving customers across North America. You’ll troubleshoot, educate users on product features, and manage subscriptions via phone, email, and chat.

This role reports to the Customer Service Associate Manager and emphasizes proactive, customer-centric service. You will collaborate with Sales, Customer Success, Engineering, and Finance to improve the user experience, monitor queues, and drive customer satisfaction through

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills with thoughtful diagnosis.
• Excellent written and verbal communication, patient and professional.

Responsibilities

• Deliver high-quality support via phone, email, and live chat.
• Take ownership of customer issues from first contact through resolution.
• Document and escalate technical issues with clear records.
• Monitor support queues to meet service level expectations.
• Collaborate with Sales, Customer Success, Engineering, and Finance.
• Share feedback with Tier 2 teams and leadership to improve product.
• Contribute to initiatives to enhance support operations.

Skills

Customer support

SaaS experience

Troubleshooting

Communication skills

Multi-channel

Microsoft 365

OneDrive

Tools

OneDrive

Microsoft 365

Job description

GCPay seeks a Product Support Representative to join our fully remote team, serving customers across North America. You’ll troubleshoot, educate users on product features, and manage subscriptions via phone, email, and chat.

This role reports to the Customer Service Associate Manager and emphasizes proactive, customer-centric service. You will collaborate with Sales, Customer Success, Engineering, and Finance to improve the user experience, monitor queues, and drive customer satisfaction through