Remote SaaS Product Support Specialist

Autodesk; United States; Remote; USD 49,000 - 88,000; Full time

Benefits offered by this job

Health benefits

Financial benefits

Paid time off

Job summary

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team. You will be the front line for customers, helping them maximize the platform while ensuring a smooth, reliable experience.

This role reports to the Customer Service Associate Manager and follows West Coast hours. You will troubleshoot, onboard new users, and handle subscription inquiries while collaborating with Sales, Customer Success, Engineering, and Finance to improve the overall experience.

Qualifications

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

Responsibilities

• Deliver high-quality support via phone, email, and live chat.
• Own customer issues from first contact to resolution.
• Document and escalate technical issues with clear records.
• Monitor and manage support queues to meet SLAs.
• Partner with Sales, Customer Success, Engineering, and Finance.
• Share customer feedback with Tier 2 teams and leadership.
• Contribute to team initiatives to enhance support operations.
• Adopt a continuous improvement mindset.

Skills

Customer support

SaaS support

Technical troubleshooting

Clear communication

Multi-platform support

Prioritization & organization

CSAT focus

Tools

Microsoft 365 / MS Office

OneDrive

Job description

Autodesk is seeking a GCPay Product Support Representative to join our fully remote team. You will be the front line for customers, helping them maximize the platform while ensuring a smooth, reliable experience.

This role reports to the Customer Service Associate Manager and follows West Coast hours. You will troubleshoot, onboard new users, and handle subscription inquiries while collaborating with Sales, Customer Success, Engineering, and Finance to improve the overall experience.