Note: The job is a remote job and is open to candidates in USA. ServiceTitan is a company dedicated to supporting small business owners in the trades through technology. As a Technical Support Specialist, you will be the first point of contact for customers, assisting them with software issues and providing technical solutions to enhance their experience.
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
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
- 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
- Basic understanding of digital marketing concepts, including campaigns, lead generation, conversion, attribution, and return on investment
- Strong analytical skills and comfort reviewing reports, customer activity, and performance data
- Ability to explain complex marketing and technical concepts in simple, customer-friendly language
- 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
- Bachelor's degree preferred or equivalent experience in technical support
- Home/Commercial Service Industry knowledge a plus
Benefits
- Flexible time off with ample learning and development opportunities to continue growing your career.
- Comprehensive onboarding program
- Leadership training for Titans at all levels
- Other programs and events.
- Great work is rewarded through 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
Company Overview
Company H1B Sponsorship