Product Support Representative

**GCPay, Product Support Representative** **Position 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 West 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 inquiries* Take ownership of customer issues from first contact through resolution, setting clear expectations and ensuring timely follow-up* Accurately document and escalate 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**Minimum 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 outcomesThis is an operational, full-contributor role where you’ll handle a variety of customer issues ranging from straightforward to moderately complex. You’ll apply established processes and sound judgment to solve problems, while continuing to build your expertise in our product, customers, and industry. You’ll work with a supportive team, receive guidance when needed, and have opportunities to grow your skills and impact over time. #J-18808-Ljbffr Autodesk, Inc.