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Technical Support Specialist
2 months ago
Who We Are:
Were Aspire and FieldRoutes, the leading SaaS providers for the landscaping, commercial cleaning, pest control and lawn care industries and proud members of the ServiceTitan family since 2021. Our cloud-based business management systems automate all aspects of field service operations for enterprise and small to medium-sized businesses which enables our clients to accelerate growth, streamline operations, increase customer retention, and maximize revenue. Trusted by thousands of premier field services leaders in the U.S. and Canada, our solutions empower our clients to make better business decisions for their companies. Our partnership with ServiceTitan has enabled us to continue scaling our platforms and customer base while maintaining our collaborative, tight-knit culture.
What Were Looking For:
As a Technical Support Specialist, you will be responsible for treating our customers like gold by answering phone calls and emails with high-level attention to detail, an incredibly positive attitude, and high-impact troubleshooting. We are looking for people who are very organized, work well under pressure, and have a keen aptitude for understanding technical concepts quickly. We are also looking for people who are passionate about technology and love working with people. Our company is exploding with growth and we need talented people who are not just looking for a job, but that want to grow with a software startup and leave their mark on the company.
You will know that you are a top performer when you are consistently receiving top satisfaction scores from our customers and you have closed a lot of customer challenges. We expect you to become an expert in FieldRoutes and the Pest Control industry, which will help you to interact efficiently and effectively with all of our customers.
What You'll Do:
Act as the first point of contact and provide assistance to end-users for software and mobile applications
You will manage the support ticket queue and documentation
Respond to client questions via phone and email in a professional, courteous, and timely manner
Meet and exceed client satisfaction measures and maintain and exceed KPIs such as response times* Resolve client questions, requests, and/or feedback with a professional and positive problem-solving attitude
Work with remote end-users to debug issues and provides solutions or escalate issues as determined necessary
Utilize knowledge bases and documentation to debug issues
Collaborate with your co-workers to enhance technical skills, resolve client issues, and improve our processes
Utilize knowledge base and documentation to resolve clients issues or concerns
Work with end-users to set expectations on time to resolve more complex issues and follows up with end-users on the status of issues
Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the technical support team
Perform other duties as assigned by management
What Youll Need:
High School Diploma or GED
Strong verbal and written communication skills
At least 1 year of technical troubleshooting experience in a software environment via phone and email
This is a US-based position and we are not offering sponsorship at this time.
Where You'll Work:
Aspire is headquartered in Chesterfield, MO. Local employees for this position will have a hybrid work model with 4 days in the office and 1 day remote each week. We are excited to be opening a new office in North Dallas, TX in the Summer of 2024 alongside our partner company FieldRoutes, and are looking to grow our team in that area as well. Dallas area-based employees will be fully remote until our new office opens and then we will move to a hybrid work model with 4 days in the office and 1 day remote each week.
Be Human With Us:
Being human isnt about checking every box on a list. Its 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 were solving. Were in this together. Come be human, with us.
What We Offer:
When you join our team, youre not just accepting a job. Youre making a career move. Heres how well 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 (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.
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.
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