Technical Support Specialist

ServiceTrade•Durham, NC

7d•Remote

About The Position

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We’re looking for a Customer Support Specialist who’s excited to make an impact. In this role, you will collaborate with our innovative team to deliver impactful solutions, ensuring our customers receive timely, effective resolutions as their first point of contact. Your efforts will directly contribute to shaping the customer experience and driving the success of our services. On the Customer Support team, you’ll have the opportunity to empower our customers to get the most out of their investment! You're a strategic thinker and creative problem-solver who genuinely cares about the people on the other end of every interaction. You bring empathy and ownership to tough conversations, and you see issues through to resolution — not just pass them along. You pick up product knowledge quickly, and when you spot a pattern, you bring ideas to the team that make the next problems easier to solve.

Requirements

A minimum of 1 year SaaS experience or 2-3 years technical customer support experience.
Excellent spoken and written communication skills, with a focus on consistent empathy, professionalism, and clarity.
Strong organizational skills and the ability to listen, analyze information, multi-task, and meet project deadlines.
An entrepreneurial mindset—someone who takes initiative on what's needed to help both the customer and the team.
Experience with various operational software include Google Suite, Slack, Jira and Wrangle.
Experience with Zendesk or comparable CRM systems.

Nice To Haves

Familiarity with a variety of AI tools including Notion, Claude, & Gemini.
Experience scripting or programming with APIs and an understanding of relational databases.

Responsibilities

Spend approximately 90% of your time doing high-quality, queue-based work.
Resolve product or service problems across multiple communication streams (email, help desk tickets, chat, web sessions, and phone calls).
Maintain the help desk ticketing system, proactively following up on all tickets in your queue to ensure resolution times meet customer SLAs.
Leverage a variety of tools to assist customers including AI tools, error logs, and API console tools.
Utilize a firm grasp of troubleshooting fundamentals to clarify customer complaints and determine the root cause.
When issues require deeper technical intervention, draft clear, required-standard escalations to the next level of support.
Develop an incredibly strong working knowledge of the ServiceTrade platform and its integrated products to interpret customer requests accurately.
Guide customers through best practice questions, referencing AI-tool generated content, knowledge base content and customer-facing training.
Contribute to internal queues (e.g., Help Center backlog, #support-general channel) to document support issues and assist in creating application troubleshooting usage guides.
Engage with your team mates in small group learning sessions, showing respect for each other's time.
Take ownership of processes or projects that impact your immediate group, proposing scalable solutions to team challenges.
Actively contribute to the team by training new hires in specific areas, facilitating portions of practice meetings, and sharing best practices.

Benefits

Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions
Dental and Vision through Unum
Flexible Spending Account and Dependant Care Account
Company-paid Life insurance, STD and LTD
Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Paid Time Off for Volunteering
Employee Reimbursement Program to use for well-being, technology and/or professional development