Customer Support Advocate I

About ServiceTitan

We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. We work hard and like to have fun along the way. If you’re excited about helping small business owners in the trades, love technology, and aren't afraid of a challenge or two, our customer support team is where you belong.

As a Customer Support Advocate I, 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.

What You'll Do

• 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.

What You'll Bring

• 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.
• Home/Commercial Service Industry knowledge a plus.
• Basic understanding of SIP (Session Initiation Protocol), RTP and call flow analysis preferred.
• Understanding of SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering. Brand Registration process preferred.

Key Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off, ample learning and development opportunities, comprehensive onboarding, and leadership training. Great work is rewarded through Bonusly and peer-nominated awards.
• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including One Medical memberships.
• Support for Titans at all stages of life: Parental leave, up to $20k in fertility services, surrogacy, and adoption reimbursement, on-demand maternity support, free breast milk shipping, pet insurance, legal advisory services, and financial planning tools.

Key Skills/Competency

• Customer Support
• Technical Support
• Troubleshooting
• Communication Skills
• Problem-Solving
• Product Expertise
• Salesforce
• De-escalation
• SIP/RTP
• SMS Routing