Product Support Representative
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Job Description
Product Support Representative supporting construction businesses using GCPay’s invoicing and compliance platform. Troubleshooting customer issues across phone, email, and live chat.
Responsibilities:
- Deliver support via phone, email, and live chat
- Assist with technical troubleshooting, product usage, onboarding, and subscription inquiries
- Own customer issues from first contact through resolution
- Set clear expectations and ensure timely follow-up
- Document and escalate technical issues
- Monitor and manage support queues to meet service level expectations
- Partner with Sales, Customer Success, Engineering, and Finance
- Share customer feedback, trends, and insights with Tier 2 teams and leadership
- Contribute to initiatives and projects that enhance support operations and customer satisfaction
- Bring forward continuous improvement ideas
Requirements:
- 1+ year of experience in a customer support role within a SaaS environment
- Experience supporting users via phone, email, and chat
- Strong troubleshooting skills
- Excellent written and verbal communication skills
- Experience supporting cloud-based tools such as Microsoft Suite and OneDrive
- Experience across iOS, Android, and Windows platforms
- Ability to manage multiple priorities while staying organized and customer-focused
- Collaborative, accountable work style with a high level of integrity
- Comfort working with performance metrics such as CSAT, productivity, and quality
- Ability to work West Coast hours
Benefits:
- Comprehensive benefits package
- Annual cash bonuses may be included
- Stock grants may be included
- Fully remote work
- Opportunities to grow skills and impact over time
- In-person onboarding and/or in-person ID verification may be required
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