Technical Support Specialist

Job description

Ready to be a Titan? We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We work in a collaborative environment to ensure we deliver an exceptional customer experience. We provide solutions that build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren’t afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong. As a Customer Support Advocate (CSA), you’ll have the opportunity to become a subject matter expert on ServiceTitan, Aspire, and FieldRoutes platforms and quickly grow your career in meaningful ways. You’ll be part of the team where you’ll identify and provide solutions to client challenges in a dynamic and fast-paced environment. You’ll be responsible for ensuring that we consistently exceed clients’ expectations and anticipate their future needs. What you will do: Address client issues through troubleshooting, training, and direct support. Conduct initial troubleshooting for ServiceTitan, Aspire, and FieldRoute platforms, identifying root causes, replicating issues, and documenting scenarios clearly. Develop into a product expert, crafting innovative solutions and workflows that cater to customer requirements. Advocate for product enhancements by submitting bug reports to developers and overseeing their resolution. Communicate customer feedback and concerns to internal teams to champion their needs. The earliest start of the shift is 3pm, and the latest shift finishes at 3am AMT. Shifts are decided based on business needs, so candidates must be flexible to shift changes. Please note that during your probation period, your schedule will be Mon-Fri, starting 3pm-4pm. What you will bring: Exceptional interpersonal skills: empathetic, patient, confident, good-humored, and adept at interacting with diverse personalities. Thrives in a feedback-rich environment and maintains composure in a dynamic, demanding setting. Self-driven and capable of mastering intricate software. Efficient, effective, and resourceful problem-solver with robust critical thinking and troubleshooting abilities. Knowledge of QuickBooks/accounting is a plus Proficiency in English is a must ‎ Be Human With Us: Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us. Use of AI Technology: We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams. What We Offer: When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career: Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more. Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc. Support for Titans at all stages of life : Parental leave and support, financial planning tools, Employee Assistance Program services, and more. At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.