Remote SaaS 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

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.