Customer Support Specialist

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.