Remote SaaS Product Support Specialist

Autodesk; Plano (TX); Remote; USD 49,000 - 88,000; Full time

Job summary

GCPay is seeking a Product Support Representative to join our fully remote team, serving customers across North America. You’ll troubleshoot product usage, assist with onboarding, and handle subscription inquiries via phone, email, and chat.

You’ll own issues from first contact to resolution, documenting steps and following up to ensure satisfaction. The role emphasizes collaboration with Sales, Customer Success, Engineering, and Finance to improve the customer experience.

Qualifications

• 1+ year of SaaS customer support experience.
• Excellent troubleshooting with thoughtful diagnostics.
• Clear, professional, patient communication.
• Experience supporting cloud-based tools across platforms.
• Able to manage multiple priorities and stay organized.
• Collaborative, accountable work style with integrity.
• Comfort with performance metrics and using data 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 elevate 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

Troubleshooting

Clear communication

Multitasking

Collaboration

CSAT metrics

Tools

Microsoft Suite

OneDrive

Job description

GCPay is seeking a Product Support Representative to join our fully remote team, serving customers across North America. You’ll troubleshoot product usage, assist with onboarding, and handle subscription inquiries via phone, email, and chat.

You’ll own issues from first contact to resolution, documenting steps and following up to ensure satisfaction. The role emphasizes collaboration with Sales, Customer Success, Engineering, and Finance to improve the customer experience.