Technical Support Specialist - Back Office
About The Position
The Technical Support Specialist supports ServiceTitan customers by helping them use the company’s software and resolving technical issues. The role serves as a first point of contact through phone, chat, email, and screen-sharing sessions. The specialist develops expertise in the product, creates solutions and workflows suited to customer needs, prevents and de-escalates escalations using support tools and in-depth testing, and provides high-quality technical solutions efficiently. The posting describes this role within the Customer Support Advocate team, where employees can grow their careers and pursue internal transfers.
Requirements
- Bachelor’s degree preferred, or equivalent experience in technical support.
- Strong problem-solving, critical-thinking, and troubleshooting abilities; efficient, effective, and resourceful.
- Excellent people skills, including empathy, patience, confidence, good humor, and the ability to interact with a broad range of personality types.
- Ability to thrive in a feedback-oriented culture and remain 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.
- Ability to translate complex technical issues into tangible solutions.
- Ability to prioritize, multitask, and perform effectively under pressure.
- Strong written and verbal communication skills.
- Team player.
- Intelligent, self-motivated, quick-thinking, and fast-learning.
Nice To Haves
- Knowledge of the home or commercial service industry.
Responsibilities
- Serve as the first point of contact for customers seeking help with the software through phone, chat, email, and screen-sharing sessions.
- Develop product expertise and create solutions and workflows that meet customer needs.
- Prevent escalations and de-escalate customer concerns using support tools and resources, including the Salesforce Support Console, an internal chatbot, and in-depth testing.
- Provide technical solutions directly to customers to resolve issues with high quality and speed.
Benefits
- Flexible time off.
- Learning and development opportunities, including comprehensive onboarding, leadership training, programs, and events.
- Recognition through Bonusly, peer-nominated awards, and other rewards.
- Company-paid medical, dental, and vision coverage, including options with 100% employer-paid premiums and 90% dependent coverage.
- Flexible spending account (FSA) and health savings account (HSA).
- 401(k) match.
- Telehealth options, including One Medical memberships.
- Parental leave and support.
- Up to $20,000 in fertility services, including 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.
- Annual bonus and equity.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
