Software Support Analyst
About The Position
The Software Support Analyst will play a crucial role in providing ongoing support and optimizing the software platforms for Ace Handyman Services serving as a subject matter expert for ServiceTitan, Monday.com, and other software platforms. This position also assists with onboarding new businesses, ensuring smooth integration and effective utilization of our systems. Quickly and effectively resolve franchisee and staff issues through a dedicated support ticketing system via Monday.com, prioritizing high-impact concerns. Provide personalized one-on-one support sessions for franchisees and staff throughout the post-go-live phases, guaranteeing their success and expertise with ServiceTitan. Manage and execute the Mergers and Acquisitions process for Franchisees ServiceTitan tenants. Ensure the knowledge of new software features and updates to maximize the Franchisees use of said software platforms. Assist in the initial setup and ongoing optimization of ServiceTitan tenants, ensuring they optimized for maximum functionality and aligned with business goals. Support and provide strategic insights to promote sophisticated utilization of the ServiceTitan Center of Excellence. Support the monthly communication to franchisees and staff, detailing the progress of the ServiceTitan implementation, highlighting new support resources, strategic initiatives, and recent product updates.
Requirements
- 3-5 years’ experience with ServiceTitan software
- 2+ years of Home Service Industry experience
- Technical Proficiency: Proficient in software such as ServiceTitan, Monday.com, and Microsoft Office
- Stakeholder Management: Experience in managing expectations and relationships with various internal and external stakeholders
- Innovative Thinking: Capacity to drive innovation in technology and business processes to drive efficiencies and profitability
- Problem-Solving: Excellent analytical and problem-solving abilities
- Adaptability: Ability to adapt to rapidly changing technology landscapes
- Motivated Self Starter who takes initiative and thrives in dynamic environment to deliver results
Responsibilities
- Resolve franchisee and staff issues through a dedicated support ticketing system via Monday.com
- Provide personalized one-on-one support sessions for franchisees and staff
- Manage and execute the Mergers and Acquisitions process for Franchisees ServiceTitan tenants
- Ensure the knowledge of new software features and updates
- Assist in the initial setup and ongoing optimization of ServiceTitan tenants
- Support and provide strategic insights to promote sophisticated utilization of the ServiceTitan Center of Excellence
- Support the monthly communication to franchisees and staff
Benefits
- Incentive/Commission/Bonus opportunities (Based on role / grade level)
- 401(k) retirement savings plan with matching company contributions, eligible on your first day!
- Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
- Warehouse Merchandise Discount!
- Paid time off & paid holidays (depending on role and month of hire)
- Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).
- Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
