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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.