Technical Support Specialist

About ServiceTitan

ServiceTitan is dedicated to accompanying customers every step of the way, from partnership inception to journey's end. We are a team that works hard and enjoys the process. If you are passionate about assisting small business owners in the trades, embrace technology, and are ready for a challenge, our customer support team is the place for you.

As a Customer Support Advocate (CSA), you will become a ServiceTitan subject matter expert, with significant opportunities for career growth. Our CSAs boast the highest internal transfer rate across the organization, providing endless opportunities to build exceptional customer experiences and make a profound impact.

What You'll Do as a Technical Support Specialist:

• Act as the primary point of contact, assisting customers with all software aspects via phone, chat, email, and screen-sharing.
• Become a product expert, developing creative solutions and workflows to meet diverse customer needs effectively.
• Prevent and de-escalate customer issues by utilizing support tools like Salesforce Support Console, internal chatbots, and in-depth testing for efficient case resolution.
• Provide comprehensive technical solutions directly to ServiceTitan’s customers, ensuring high quality and speed in resolving issues.

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: empathetic, patient, confident, good-humored, and able to interact effectively with a broad range of personalities.
• Ability to thrive in a feedback-oriented culture and remain composed in a challenging, rapidly changing environment.
• Self-motivated and capable of mastering complex software.
• Customer-centric mindset, a desire to learn, and a 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 communication skills in both written and verbal forms.
• A collaborative team player.
• Intelligent, self-motivated, quick thinking, and fast learning.
• Home/Commercial Service Industry knowledge is a plus.
• Preferred experience in troubleshooting iOS and Android app issues, including crashes, performance problems, and connectivity errors.
• Preferred experience in troubleshooting user access issues, authentication failures (SSO, MFA), and permission-related errors.
• Preferred experience in diagnosing fleet tracking issues, GPS inaccuracies, and real-time vehicle monitoring errors with 3rd party hardware/software.

Key skills/competency:

• Customer Support
• Technical Troubleshooting
• Software as a Service (SaaS)
• iOS/Android Troubleshooting
• Authentication (SSO, MFA)
• Problem Solving
• Client Communication
• Service Industry Knowledge
• Salesforce
• Critical Thinking