Associate Specialist, Front Office

Job not on LinkedIn

🔥 0 minutes ago

🏄 California, Connecticut, +7 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $25 - $41 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

📦 Logistics

📣 Marketing

💰 $200M Series G on 2021-06

Consulting • Logistics • Marketing

ServiceTitan is a comprehensive software platform designed for the trades industry, providing solutions to enhance productivity and profitability for businesses. It offers a variety of features including dispatching, scheduling, marketing, reporting, and customer experience tools, tailored for trades like plumbing, HVAC, electrical services, and more. ServiceTitan seeks to empower businesses by optimizing operations, improving cash flow, and delivering superior customer experiences through an all-in-one platform. The software includes real-time data analytics, financing options, and mobile capabilities to support the operational needs of contractors and increase their revenue streams. By consolidating multiple business functions into a single platform, ServiceTitan aims to help contractors grow profitably and efficiently.

📋 Description

• Act as a tier 3 escalation resource for tier 1 and tier 2 support agents, project managers, and customer success managers • Deescalate customers using expert product knowledge and call-handling skills • Provide advanced level 3 troubleshooting and workflow solutions • Deliver technical solutions directly to customers • Serve as a subject matter expert for ServiceTitan Front Office products and services • Use Salesforce Support Console, internal chatbot, and testing to resolve cases • Identify bugs and unintended behaviors and escalate them for JIRA bug tickets • Develop troubleshooting workarounds and support recommendations • Provide guidance to improve support agents’ technical knowledge and solutioning skills • Partner with specialists and leadership on workflow requirements and advanced problem solving

🎯 Requirements

• Bachelor’s degree • 2-3 years of customer service or technical support experience • Minimum 1 year of demonstrated expertise in ServiceTitan product subject matter workflow, configuration, and solution design • Customer Support Advocate II experience or equivalent knowledge demonstrating understanding of customers’ business needs and workflows • Ability to work in a high-paced, customer-facing environment with varied/extended hours, including weekends and holidays as needed • Demonstrated proficiency in Excel and/or Google Sheets • Basic knowledge of SQL preferred • Strong ability to navigate Fullstory, Dynamic Card Creator (DCC) tools, and chatbots • Strong proficiency in general ServiceTitan functionality and deep level 3+ expertise in dedicated product areas • Demonstrated troubleshooting and solutioning expertise • Ability to translate complex technical issues into tangible solutions • Ability to prioritize, multitask, and perform effectively under pressure • Strong written and verbal communication skills • Strong customer support judgment and execution • Strong critical thinking and troubleshooting abilities

🏖️ Benefits

• Flexible time off • Learning and development opportunities • Comprehensive onboarding program • Leadership training • Programs and events • Bonusly rewards • Peer-nominated awards • Company-paid medical, dental, and vision insurance • 100% employer-paid options and 90% dependent coverage • FSA and HSA • 401(k) match • Telehealth options, including One Medical memberships • Parental leave and support • Up to $20k in fertility services • 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 • Annual bonus • Equity • Flexible/autonomous work support