Remote SaaS Product Support Specialist

Autodesk; Rhode Island; Teletrabalho; USD 49 000 - 88 000; Tempo integral

Resumo da oferta

Autodesk’s GCPay team is seeking a Product Support Representative to join our fully remote, North America-based support operation. You will be the front line for customers, helping them maximize value from GCPay while ensuring a reliable experience, primarily during West Coast hours and reporting to the Customer Service Associate Manager.

Responsibilities include troubleshooting, onboarding, subscription inquiries, and collaboration with Sales, Customer Success, Engineering, and Finance to

Qualificações

• 1+ year in a customer support role within a SaaS environment.
• Strong troubleshooting skills with thoughtful diagnosis.
• Excellent written and verbal communication.
• Experience supporting cloud-based tools across iOS, Android, and Windows.
• Ability to manage multiple priorities while staying organized.
• Collaborative, accountable work style with integrity.
• Comfort with performance metrics (CSAT, productivity, quality).

Responsabilidades

• Deliver high-quality support via phone, email, and live chat.
• Take ownership of customer issues from first contact through resolution.
• Document and expand technical issues with clear records.
• Monitor and manage support queues to meet SLAs.
• Collaborate with Sales, Customer Success, Engineering, and Finance.
• Share feedback to drive product and service improvements.
• Contribute to team initiatives and continuous improvement.
• Foster a continuous improvement mindset.

Conhecimentos

Customer support SaaS

Troubleshooting

Communication skills

Multi-platform support

Time management

Team collaboration

CSAT metrics awareness

Ferramentas

Microsoft 365

OneDrive

Descrição da oferta de emprego

Autodesk’s GCPay team is seeking a Product Support Representative to join our fully remote, North America-based support operation. You will be the front line for customers, helping them maximize value from GCPay while ensuring a reliable experience, primarily during West Coast hours and reporting to the Customer Service Associate Manager.

Responsibilities include troubleshooting, onboarding, subscription inquiries, and collaboration with Sales, Customer Success, Engineering, and Finance to