Technical Support Specialist – Back Office

Job Description:

  • 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 for topics ranging through various stages of our customers Sales Cycle and Inventory Stock, 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.

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.
  • Customer Obsession/Customer Centric Mindset.
  • Technical judgment.
  • Learning Agility.
  • Ability to effectively leverage AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer solutions.
  • Home/Commercial Service Industry knowledge a plus.
  • Foundational understanding of, or strong aptitude to quickly learn, recurring billing structures — Subscriptions, Memberships, and Service Agreements.
  • Basic Bookkeeping/Accounting Foundation (Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits).
  • Exposure to, or genuine interest in, ERP and payroll systems (ADP, NetSuite, SAP, or similar) and Payroll/Time-Tracking fundamentals such as pay structures, timesheet management, and pay calculation.
  • Strong data literacy and analytical curiosity, with a willingness to develop SQL skills and experience with reporting/BI tools such as Power BI or Tableau.
  • Proficiency in G-Sheet or Excel.

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.
  • 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.
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