SaaS Product Support Specialist

Autodesk; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Autodesk is seeking a Product Support Representative for Payapps in the United States. This role supports diverse customers via chat, phone, and email, handling training, critical issues, and enhancement requests.

You will monitor queues, own cases end-to-end, and coordinate with development, sales, and finance as needed. The position requires 3+ years in SaaS customer support, strong troubleshooting, and excellent English communication.

Qualifications

• 3+ years in customer service (live chat, email, phone) preferably in a SaaS environment.
• Proficient in troubleshooting customer queries, gathering information, recreating issues, and providing clear solutions.
• Strong computer skills, including MS Office and quick learning of new applications.
• Experience meeting service level targets; understands individual and team impact.
• Collaborative work ethic, with high integrity and accountability.
• Effective multitasking and task prioritisation.
• Excellent verbal and written English. Has the ability to speak to customers with varying levels of ability showing patience and composure.
• Passionate about personal and organisational development.

Responsibilities

• Provide customer support via online chat, phone calls and emails, addressing a wide range of queries, from general support and training to critical issues and enhancement requests for changes to the product.
• Monitor support queues, maintaining our service levels for both response and resolution times.
• Own cases from start to finish, communicating effectively with the customer and internal stakeholders, setting realistic expectations and completing follow‑up administrative actions.
• Escalate and coordinate with relevant business units, such as development, sales, account management, and finance when necessary.
• Cater to different customer personas and varying levels of technical proficiency, from IT teams to on‑site workers.
• Participate in proactive customer support activities, including conducting training webinars for users.
• Contribute to the development and maintenance of our customer knowledge base.

Skills

Customer service

SLA awareness

Multitasking

English communication

Problem solving

Cross-functional collaboration

Tools

MS Office

Job description

Autodesk is seeking a Product Support Representative for Payapps in the United States. This role supports diverse customers via chat, phone, and email, handling training, critical issues, and enhancement requests.

You will monitor queues, own cases end-to-end, and coordinate with development, sales, and finance as needed. The position requires 3+ years in SaaS customer support, strong troubleshooting, and excellent English communication.