Technical Support Specialist - Back Office

ServiceTitan•Toronto, ON

3d•CA$20 - CA$27•Remote

About The Position

We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. We work hard and like to have fun along the way. If you’re excited about helping small business owners in the trades, love technology, and aren't afraid of a challenge or two, our customer support team is where you belong. As a Customer Support Advocate (CSA), you’ll have the opportunity to become a ServiceTitan subject matter expert and quickly grow your career in meaningful ways. Our CSAs have the highest rate of internal transfers across the organization. The opportunities to build an exceptional customer experience and make an impact are endless.

Requirements

Bachelor’s degree preferred or equivalent experience in technical support
An efficient, effective, and resourceful problem-solver with strong critical thinking skills, and troubleshooting abilities
Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment
Self-motivated and able to master complex software
Customer-centric mindset, desire to learn, and can-do attitude
Creative, out-of-the-box solutioning skills
The ability to translate complex technical issues into tangible solutions
Ability to prioritize, multi-task, and perform effectively under pressure
Strong communicator in both written and verbal form
Team player
Intelligent, self-motivated, quick thinking, and fast learning
Customer Obsession/Customer Centric Mindset
Technical judgment
Learning Agility
Ability to effectively leverage AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer solutions.

Nice To Haves

Home/Commercial Service Industry knowledge a plus
Foundational understanding of, or strong aptitude to quickly learn, recurring billing structures — Subscriptions, Memberships, and Service Agreements
Basic Bookkeeping/Accounting Foundation (Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits)
Exposure to, or genuine interest in, ERP and payroll systems (ADP, NetSuite, SAP, or similar) and Payroll/Time-Tracking fundamentals such as pay structures, timesheet management, and pay calculation
Strong data literacy and analytical curiosity, with a willingness to develop SQL skills and experience with reporting/BI tools such as Power BI or Tableau
Proficiency in G-Sheet or Excel Preferred

Responsibilities

Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions
Become a product expert for topics ranging through various stages of our customers Sales Cycle and Inventory Stock, and develop creative solutions and workflows that best meet customer needs
Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases
Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.