Remote SaaS Support Specialist: Troubleshooting Expert

Pricebook Digital; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Remote work

Health benefits

Paid time off

401K

Career development

Job summary

Pricebook Digital is seeking a Customer Support Specialist to provide frontline assistance for product, technical, and account-related questions, guiding customers through solutions and documenting interactions in HubSpot.

The role focuses on troubleshooting, educating customers on product workflows, and partnering with internal teams to resolve issues. Strong communication and problem-solving skills are essential.

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.

Skills

Clear communication

Empathy under pressure

Active listening

Attention to detail

Multi-tasking

Team collaboration

Tools

HubSpot

Job description

Pricebook Digital is seeking a Customer Support Specialist to provide frontline assistance for product, technical, and account-related questions, guiding customers through solutions and documenting interactions in HubSpot.

The role focuses on troubleshooting, educating customers on product workflows, and partnering with internal teams to resolve issues. Strong communication and problem-solving skills are essential.