Technical Support Specialist (Back Office)

5 hr. ago 3 hr. ago

ServiceTitan Technical Support Specialist (Back Office)

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
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

Flexible time off
Fully paid individual medical, dental, and vision coverage
Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
Tax free savings via HSA, FSA, and Dependent Care FSA
401(k) match
Medical plan with up to $20,000 in fertility coverage
Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
Adoption support including reimbursement of up to $20,000
Bereavement leave for loss of a pregnancy or loved one
Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Personal development programs

Bachelor’s degree preferred or equivalent experience in technical support
Home/Commercial Service Industry knowledge a plus
Customer-centric mindset, desire to learn, and can-do attitude
Self-motivated and able to master complex software
Strong communicator in both written and verbal form
The ability to translate complex technical issues into tangible solutions
Creative, out-of-the-box solutioning skills
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
Team player
Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment
Intelligent, self-motivated, quick thinking, and fast learning
Ability to prioritize, multi-task, and perform effectively under pressure

Skills