Technical Support Specialist – Back Office

🔥 0 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $21 - $31 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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ServiceTitan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

☁️ SaaS

🤝 B2B

🏪 Marketplace

💰 $200M Series G on 2021-06

SaaS • B2B • Marketplace

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 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.