Customer Support Specialist

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. .

• 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 Hub Spot.
• 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.

• 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

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. .

• 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 Hub Spot.
• 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.

• 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…