Customer Support Specialist

Pricebook Digital; Atlanta (GA); Remote; USD 42,000 - 64,000; Full time

Benefits offered by this job

Base Salary

Remote Work - work from home/work from

Travel reimbursement

Health Benefits

401K

Career development

Equal Opportunity Employer

Job summary

Pricebook Digital is seeking a Customer Support Specialist to provide frontline product, technical, and account assistance. You will troubleshoot issues, guide customers through solutions, and document all interactions in HubSpot.

The role emphasizes clear communication, problem-solving, and ongoing learning of SaaS products. Ideal candidates have 1–2 years in customer service or tech support, excellent written and verbal communication, and strong organizational skills.

Qualifications

• 1–2 years of experience in customer service or technical support.
• Excellent written and verbal communication.
• Comfortable learning and using software platforms.
• Highly organized with attention to detail.
• Experience in SaaS, HVAC, or distribution environments is a plus.

Responsibilities

• Serve as frontline contact for customers seeking product, technical, or account assistance.
• Troubleshoot customer questions using established processes, product knowledge, and resources.
• Educate customers on Pricebook Digital products, features, and workflows.
• Own assigned customer issues through resolution and communicate throughout the interaction.
• Document customer interactions, troubleshooting, outcomes, and relevant data in HubSpot.
• Follow service expectations, escalation procedures, ticketing standards, and support processes.
• Escalate issues to appropriate internal resources when needed.
• Identify risk signals, recurring issues, bugs, and surface feedback through processes.
• Collaborate with teammates and cross-functional teams to resolve issues.
• Contribute to support documentation, FAQs, and knowledge content.
• Maintain knowledge of Pricebook Digital products, releases, and workflows.
• Participate in training, QA, and ongoing development.
• Suggest ideas for improving customer experience and processes.
• Participate in product testing, UAT, and beta testing as appropriate.
• Meet expectations for ticket quality, productivity, responsiveness, and customer experience.

Skills

Customer service

Technical support

Written & verbal communication

Learning new software

Organization

SaaS familiarity

HubSpot

Tools

HubSpot

Job description

Job Summary

The Customer Support Specialist provides frontline support for product, technical, and account-related questions. This position troubleshoots issues, guides customers through solutions, manages support requests, and partners with internal teams to resolve issues efficiently. Success requires strong communication, problem-solving skills, and the ability to learn SaaS products and new technologies. .

Key Responsibilities

• Serve as a frontline point of contact for customers seeking product, technical, or account assistance.
• Troubleshoot customer questions and issues using established processes, product knowledge, and available resources.
• Educate customers on effective use of Pricebook Digital products, features, and workflows.
• Own assigned customer issues through resolution whenever possible and provide clear, timely communication throughout the interaction.
• Accurately document customer interactions, troubleshooting, outcomes, and relevant customer information in HubSpot.
• Follow established service expectations, escalation procedures, ticketing standards, and Support processes.
• Recognize when an issue requires escalation and engage the appropriate internal resources.
• Identify potential customer-risk signals, recurring issues, bugs, and product feedback and surface them through established processes.
• Partner with teammates and cross-functional teams as needed to resolve customer issues.
• Contribute to Support documentation, troubleshooting resources, FAQs, SOPs, and knowledge content.
• Maintain current knowledge of Pricebook Digital products, releases, processes, and customer workflows.
• Participate in training, coaching, QA, and ongoing professional development.
• Contribute ideas for improving the customer experience, Support processes, team efficiency, and internal tools.
• Participate in product testing, UAT, and beta testing as appropriate.
• Meet established expectations for ticket quality, productivity, responsiveness, documentation, and customer experience.

Qualifications

• 1–2 years of experience in customer service, technical support, or help desk roles
• Excellent written and verbal communication skills
• Comfortable learning and using software platforms and troubleshooting basic issues
• Highly organized with attention to detail
• Experience in SaaS, HVAC, or distribution environments is a plus

Skills

• Friendly and professional communication
• Patience and empathy under pressure
• Active listening and problem-solving
• Attention to detail and task follow-through
• Ability to manage multiple requests efficiently
• Team collaboration and adaptability

We Offer

• Base Salary
• Remote Work - work from home/work anywhere.
• Reimbursement for all travel expenses
• Health Benefits, HSA, 15 days paid vacation / sick leave / holidays, 401K
• Career development opportunities
• Equal Opportunity Employer

Pricebook Digital does not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws. We are an equal-opportunity employer, and we celebrate the diversity that each employee brings to the table. We value the convergence of fresh, unique perspectives and experiences from all walks of life and believe that makes us stronger as a company.

About Pricebook Digital

Pricebook Digital is a growing Technology/SaaS company providing top-rated sales and pricing products and services to the HVAC industry. Our products are used by dealers, distributors and manufacturers across the industry to sell more efficiently and with better results. We also provide data management services to the industry, and work closely with manufacturers and distributors to expand market reach and improve dealer performance through a unified sales enablement platform.