Remote SaaS Support Specialist

Pricebook Digital; Georgia; Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Remote Work

Health Benefits

HSA

15 days paid vacation

401K

Travel expense reimbursement

Career development opportunities

Job summary

Pricebook Digital in the United States (GA) seeks a Customer Support Specialist to assist customers with product, technical, and account questions. You will troubleshoot issues, guide users through solutions, and document interactions in HubSpot.

Ideal candidates have 1–2 years in customer service or help desk roles, strong communication, and the ability to learn SaaS platforms quickly. This remote role offers benefits and growth opportunities within a collaborative team.

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.

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.

Skills

Friendly and professional

Patience & empathy

Active listening

Attention to detail

Multi-tasking

Team collaboration

Tools

HubSpot

Job description

Pricebook Digital in the United States (GA) seeks a Customer Support Specialist to assist customers with product, technical, and account questions. You will troubleshoot issues, guide users through solutions, and document interactions in HubSpot.

Ideal candidates have 1–2 years in customer service or help desk roles, strong communication, and the ability to learn SaaS platforms quickly. This remote role offers benefits and growth opportunities within a collaborative team.