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Technical Support Specialist

2 months ago

Plano, Texas, United States ServiceTitan Full time
About the Role

We are seeking a highly skilled Technical Support Specialist to join our team at ServiceTitan. As a key member of our customer success team, you will be responsible for providing exceptional support to our clients, ensuring their software and mobile applications are running smoothly and efficiently.

Key Responsibilities
  • Act as the primary point of contact for end-users, providing assistance and troubleshooting for software and mobile application issues.
  • Manage the support ticket queue and documentation, ensuring timely and effective resolution of client queries.
  • Respond to client inquiries via phone and email in a professional, courteous, and timely manner, meeting and exceeding client satisfaction measures and maintaining KPIs such as response times.
  • Resolve client questions, requests, and/or feedback with a professional and positive problem-solving attitude, utilizing knowledge bases and documentation to debug issues.
  • Collaborate with colleagues to enhance technical skills, resolve client issues, and improve processes, utilizing 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 follow up with end-users on the status of issues, adhering to predefined procedures for the technical support team.
Requirements
  • 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.
About Us

ServiceTitan is a leading software provider for the field service industry, offering cloud-based business management systems that automate all aspects of field service operations. We are proud to be a part of the ServiceTitan family and are committed to delivering exceptional customer experiences.

What We Offer
  • Flexible time off with ample learning and development opportunities.
  • Comprehensive onboarding program, leadership training, and other programs and events.
  • Bonusly, peer-nominated awards, and other recognition programs.
  • Holistic health and wellness benefits, including company-paid medical, dental, and vision insurance, FSA and HSA, 401k match, and telehealth options.
  • Support for Titans at all stages of life, including parental leave and support, adoption reimbursement, and more.
Why Join Us

We celebrate individuality and uniqueness, and 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 and are committed to creating an inclusive and diverse work environment.