Remote SaaS Support Specialist

Autodesk; Jackson (MS); Remote; USD 49,000 - 88,000; Full time

Job summary

Autodesk is seeking a GCPay Product Support Representative for a fully remote role. You will provide frontline customer support via phone, email, and chat, handling onboarding, troubleshooting, and subscription inquiries while aligning with East Coast hours.

Join a collaborative team within Autodesk to drive customer satisfaction, document issues precisely, and contribute to product improvements through feedback and cross-functional partnerships.

Qualifications

• 1+ year of customer support in a SaaS environment.
• Strong troubleshooting ability to diagnose issues thoughtfully.
• Excellent communication, clear, professional, and patient in written and verbal interactions.
• 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 working with performance metrics (CSAT, productivity, quality).

Responsibilities

• Deliver high-quality support via phone, email, and live chat, assisting with troubleshooting, product usage, onboarding, and subscriptions.
• Own customer issues from first contact through resolution with clear expectations and timely follow-up.
• Document and elevate technical issues, creating records to support resolution and product improvement.
• Monitor and manage support queues to meet service level expectations.
• Collaborate with Sales, Customer Success, Engineering and Finance to advocate for customers and improve the experience.
• Share customer feedback and insights with Tier 2 teams and leadership to help shape product improvements.
• Contribute to team initiatives and projects to enhance support operations and satisfaction.
• Adopt a continuous improvement mindset to evolve and perform at best.

Skills

Customer support

SaaS experience

Troubleshooting

Communication skills

Cross-platform support

Multitasking

Metrics literacy

Collaborative work

Tools

Microsoft 365

OneDrive

Job description

Autodesk is seeking a GCPay Product Support Representative for a fully remote role. You will provide frontline customer support via phone, email, and chat, handling onboarding, troubleshooting, and subscription inquiries while aligning with East Coast hours.

Join a collaborative team within Autodesk to drive customer satisfaction, document issues precisely, and contribute to product improvements through feedback and cross-functional partnerships.