Remote Support Representative

Job Requisition ID #26WD101509 GCPay, Product Support Representative 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. 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 1+ year of experience in a customer support role within a SaaS environment, supporting users via phone, email, and chat

• 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
• Comfort working with performance metrics (e.g., CSAT, productivity, quality) and using them to improve outcomes

This 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. About Autodesk Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made. We take great pride in our culture here at Autodesk – it’s at the core of everything we do. Our culture guides the way we work and treat each other, informs how we connect with customers and partners, and defines how we show up in the world. When you’re an Autodesker, you can do meaningful work that helps build a better world designed and made for all. From health and financial benefits to time away and everyday wellness, we give Autodeskers the best, so they can do their best work. Salary is one part of Autodesk’s competitive compensation package. In addition to base salaries, our compensation package may include annual cash bonuses, commissions for sales roles, stock grants, and a comprehensive benefits package. Working in sales at Autodesk allows you to build meaningful relationships with customers while growing your career. Join us and help make a better, more sustainable world. At Autodesk, we're building a diverse workplace and an inclusive culture to give more people the chance to imagine, design, and make a better world. Autodesk is proud to be an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender, gender identity, national origin, disability, veteran status or any other legally protected characteristic.