Remote SaaS Support Specialist — East Coast Hours

Autodesk; Annapolis (MD); Remote; USD 49,000 - 88,000; Full time

Benefits offered by this job

Remote work

Job summary

GCPay is seeking a Customer Support professional to join our fully remote team, serving customers across North America and supporting the invoicing and compliance platform. You’ll be the front line, handling inquiries via phone, email, and chat, and guiding users through onboarding and product usage.

You’ll own issues from first contact to resolution, document findings, and work with Sales, Success, Engineering, and Finance to improve the overall experience.

Qualifications

• 1+ year in a SaaS customer support role via phone, email, and chat.
• Strong troubleshooting with thoughtful diagnosis.
• Clear, professional, and patient communication in writing and speech.
• 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).

Responsibilities

• Deliver high-quality support via phone, email, and live chat, assisting with troubleshooting, product usage, onboarding, and subscription inquiries.
• Take ownership of customer issues from first contact through resolution with clear expectations and timely follow-up.
• Document and escalate technical issues with clear 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 experience.
• Share customer feedback and insights with Tier 2 teams and leadership for product and service enhancements.
• Contribute to team initiatives and projects to improve support operations and satisfaction.
• Maintain a continuous improvement mindset to evolve and perform at a high level.

Skills

Customer support

Troubleshooting

Clear communication

SaaS experience

Multitasking

Collaboration

CSAT metrics

Tools

Microsoft 365

OneDrive

Job description

GCPay is seeking a Customer Support professional to join our fully remote team, serving customers across North America and supporting the invoicing and compliance platform. You’ll be the front line, handling inquiries via phone, email, and chat, and guiding users through onboarding and product usage.

You’ll own issues from first contact to resolution, document findings, and work with Sales, Success, Engineering, and Finance to improve the overall experience.