Technical Support Specialist – Platform

🔥 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 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 • Home/Commercial Service Industry knowledge a plus • Preferred experience in troubleshooting iOS and Android app issues, including crashes, performance problems, and connectivity errors • Troubleshoot 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 preferred.

🏖️ Benefits

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. • 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 (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical. • Support for Titans at all stages of life: 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, and more.