Technical Support Specialist - Front Office

ServiceTitan

76d • $19 - $25

About The Position

Ready to be a Titan? 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 Technical Support Specialist for our Front Office pillar, you’ll have the opportunity to become a ServiceTitan subject matter expert and quickly grow your career in meaningful ways. Our specialists 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.
• Home/Commercial Service Industry knowledge a plus.
• Proficiency in G-Sheet & 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 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.

Benefits

• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program.
• Leadership training for Titans at all levels.
• Bonusly, peer-nominated awards, and more.
• Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents).
• FSA and HSA.
• 401k match.
• Telehealth options including memberships to One Medical.
• Parental leave and support.
• Up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and adoption reimbursement.
• On demand maternity support through Maven Maternity.
• Free breast milk shipping through Maven Milk.
• Pet insurance.
• Legal advisory services.
• Financial planning tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees