Remote SaaS Product Support Specialist

Autodesk; Providence (RI); Remote; USD 49,000 - 88,000; Full time

Benefits offered by this job

Remote work

Benefits overview

Job summary

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team, serving East Coast hours and reporting to the Customer Service Associate Manager. You will be the frontline for our customers, helping them get the most from GCPay while ensuring a smooth, reliable experience.

In this role you will resolve questions via phone, email, and chat, document issues for engineering, collaborate with cross-functional teams, and contribute to ongoing improvements in our support

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment.
• Strong troubleshooting skills with thoughtful problem diagnosis.
• Excellent communication, written and verbal.
• Experience supporting cloud-based tools (Microsoft Suite, OneDrive) across iOS, Android and Windows.
• Ability to manage multiple priorities while staying organized and customer-focused.
• A collaborative, accountable work style with integrity.
• Comfort with performance metrics (CSAT, productivity, quality) and using them to improve outcomes.

Responsibilities

• Deliver high-quality support via phone, email, and live chat, including troubleshooting and onboarding.
• Ownership of issues from first contact to resolution with clear expectations and follow-up.
• Document and escalate technical issues with clear records for faster resolution.
• Monitor support queues to meet service levels consistently.
• Collaborate with Sales, Customer Success, Engineering, and Finance to advocate for customers.
• Share feedback and insights to help shape product and service improvements.
• Contribute to team initiatives to enhance operations and customer satisfaction.

Skills

Customer support

SaaS

Troubleshooting

Communication

Multitasking

Collaboration

Metrics

Tools

Microsoft Suite

OneDrive

Job description

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team, serving East Coast hours and reporting to the Customer Service Associate Manager. You will be the frontline for our customers, helping them get the most from GCPay while ensuring a smooth, reliable experience.

In this role you will resolve questions via phone, email, and chat, document issues for engineering, collaborate with cross-functional teams, and contribute to ongoing improvements in our support