Customer Support Specialist
4 days ago
We are seeking a highly skilled and passionate Customer Support Advocate to join our team at ServiceTitan. As a key member of our Customer Support team, you will play a critical role in delivering exceptional customer experiences and driving the company's continued success.
Key Responsibilities- Assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions, with a primary focus on customer satisfaction.
- Become a ServiceTitan product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs.
- Utilize Support tools such as the Salesforce Support Console to efficiently deliver a world-class customer experience.
- Work closely with a diverse team to provide superior quality technical support and maintain a positive environment.
- Troubleshoot and submit bugs to our developers and act as the primary driver from bug ticket creation through resolution.
- Champion customer needs internally by providing feedback and communicating customer needs to internal stakeholders.
- Travel on-site to our customers' businesses in order to assist with their initial ServiceTitan launch (potentially 1-2 weeks out of the year).
- Bachelor's degree or 2+ years of relevant experience.
- Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
- Strong communicator in both written and verbal form.
- A clear view on what constitutes top-tier customer support and capable of executing on that view.
- Ability to work smoothly within a team and understands that we succeed or fail together.
- Ability to thrive in a culture of feedback.
- Self-motivated to master a complex software and learn new technologies on the fly.
- Capable of efficiently learning and using complex software as well as teaching aspects of that software to others.
- An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities.
- Intelligent, self-motivated, quick thinking, and fast learning.
- Keeps a cool head and maintains organization and attention to detail while multitasking in a challenging, fast-paced environment.
- QuickBooks/accounting knowledge a plus.
ServiceTitan is the world's leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit https://www.servicetitan.com/.
Perks & Benefits- Work/Life Balance: flexible work schedule, flexible PTO.
- Family-Friendly Benefits: extended parental leave, pregnancy support, $20,000 in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance.
- Enrichment: ongoing learning culture with access to LinkedIn Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs.
- Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend.
ServiceTitan is an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.
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