Remote SaaS Product Support Specialist

Autodesk; Washington (District of Columbia); Remote; USD 49,000 - 88,000; Full time

Job summary

GCPay is a leading SaaS solution for the commercial construction industry, streamlining invoicing, payments, and compliance across North America. We’re hiring a fully remote Customer Support professional serving West Coast hours.

You’ll be the frontline for customers, handling phone, email, and chat, diagnosing issues, guiding product usage, documenting cases, and coordinating with Sales, Engineering, and Finance to improve the overall experience.

Qualifications

• 1+ year of experience in a customer support role within a SaaS environment, supporting users via phone, email, and chat.
• Strong troubleshooting skills with the ability to diagnose issues thoughtfully (not just trial-and-error).
• Excellent communication skills—clear, professional, and patient in both written and verbal interactions.
• Experience supporting cloud-based tools (e.g., Microsoft Suite, OneDrive) across iOS, Android, and Windows platforms
• Ability to manage multiple priorities at once while staying organized and customer-focused
• A collaborative, accountable work style with a high level of integrity
• Comfort working with performance metrics (e.g., CSAT, productivity, quality) and using them 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 expand 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

Communication

Multitasking

Collaboration

Metrics-driven

Problem-solving

Tools

Microsoft 365

OneDrive

Job description

GCPay is a leading SaaS solution for the commercial construction industry, streamlining invoicing, payments, and compliance across North America. We’re hiring a fully remote Customer Support professional serving West Coast hours.

You’ll be the frontline for customers, handling phone, email, and chat, diagnosing issues, guiding product usage, documenting cases, and coordinating with Sales, Engineering, and Finance to improve the overall experience.