Product Support Representative

Job Requisition ID # 26WD101509

GCPay, Product Support RepresentativePosition Overview

GCPay is a leading solution across North America, helping the commercial construction industry streamline and simplify the invoicing process. Our platform supports everything from payment application submission and review to lien waiver exchange and compliance management. With customers in all 50 states and Canada, we’re proud to power a critical part of the construction ecosystem.

We’re looking for a Customer Support professional to join our fully remote team, working East Coast hours and reporting to the Customer Service Associate Manager. In this role, you’ll be the front line for our customers, helping them get the most out of GCPay while ensuring a smooth, reliable experience.

Responsibilities

Deliver high-quality support via phone, email, and live chat, assisting with technical troubleshooting, product usage, onboarding, and subscription inquiriesTake ownership of customer issues from first contact through resolution, setting clear expectations and ensuring timely follow-upAccurately document and escalation technical issues, creating clear records that support efficient resolution and product improvementMonitor and manage support queues to consistently meet service level expectationsPartner with cross-functional teams—including Sales, Customer Success, Engineering, and Finance—to advocate for customers and improve the overall experienceShare customer feedback, trends, and insights with Tier 2 teams and leadership to help shape product and service enhancementsContribute to team initiatives and projects that enhance support operations and customer satisfactionApproach your work with a continuous improvement mindset, bringing forward ideas that help the team evolve and perform at its best

Minimum Qualifications

1+ year of experience in a customer support role within a SaaS environment, supporting users via phone, email, and chatStrong 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 interactionsExperience supporting cloud-based tools (e.g., Microsoft Suite, OneDrive) across iOS, Android, and Windows platformsAbility to manage multiple priorities at once while staying organized and customer-focusedA collaborative, accountable work style with a high level of integrityComfort working with performance metrics (e.g., CSAT, productivity, quality) and using them to improve outcomes

You’ll work with a supportive team, receive guidance when needed, and have opportunities to grow your skills and impact over time.

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Salary is one part of Autodesk’s competitive compensation package. For U.S.-based roles, we expect a starting base salary between $49,300 and $88,330. Offers are based on the candidate’s experience and geographic location, and may exceed this range. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package.

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In-Person Onboarding and Identity Verification

This role may require in-person onboarding and/or in-person ID verification.