Technical Support Specialist

About the role

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We’re looking for a Customer Support Specialist who’s excited to make an impact.

Responsibilities

• Spend approximately 90% of your time doing high-quality, queue-based work. Resolve product or service problems across multiple communication streams (email, help desk tickets, chat, web sessions, and phone calls).
• Maintain the help desk ticketing system, proactively following up on all tickets in your queue to ensure resolution times meet customer SLAs.
• You will leverage a variety of tools to assist customers including AI tools, error logs, and API console tools.
• Troubleshoot and escalate issues when necessary, drafting clear, required-standard escalations to the next level of support.
• Develop an incredibly strong working knowledge of the ServiceTrade platform and its integrated products to interpret customer requests accurately.
• Guide customers through best practice questions, referencing AI-tool generated content, knowledge base content and customer-facing training.
• Contribute to internal queues (e.g., Help Center backlog, #support-general channel) to document support issues and assist in creating application troubleshooting usage guides.
• Engage with your team mates in small group learning sessions, showing respect for each other's time.
• Take ownership of processes or projects that impact your immediate group, proposing scalable solutions to team challenges.
• Actively contribute to the team by training new hires in specific areas, facilitating portions of practice meetings, and sharing best practices.

Requirements

• A minimum of 1 year SaaS experience or 2-3 years technical customer support experience.
• Excellent spoken and written communication skills, with a focus on consistent empathy, professionalism, and clarity.
• Strong organizational skills and the ability to listen, analyze information, multi-task, and meet project deadlines.
• An entrepreneurial mindset—someone who takes initiative on what's needed to help both the customer and the team.
• Experience with various operational software include Google Suite, Slack, Jira and Wrangle.
• Experience with Zendesk or comparable CRM systems.
• (Preferred) Familiarity with a variety of AI tools including Notion, Claude, & Gemini.
• Experience scripting or programming with APIs and an understanding of relational databases.

Qualifications

• Knowledgeable about the ServiceTrade platform and its integrated products.
• Ability to resolve complex issues and escalate appropriately.
• Effective communication and interpersonal skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Passionate about helping others and solving problems.

Skills

• Excellent spoken and written communication skills.
• Strong organizational skills.
• Ability to listen, analyze information, multi-task, and meet project deadlines.
• An entrepreneurial mindset.
• Experience with various operational software.
• Familiarity with a variety of AI tools.
• Experience scripting or programming with APIs and an understanding of relational databases.

Benefits

Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions.
Dental and Vision through Unum
Flexible Spending Account and Dependant Care Account
Company-paid Life insurance, STD and LTD
Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
401(k) with up to 3% employer match and NO vesting period
Flexible PTO policy
10 company holidays
Parental Leave
Paid Time Off for Volunteering
Employee Reimbursement Program to use for well-being, technology and/or professional development

Pay

Competitive salary based on experience and qualifications.

Schedule

This is a remote position requiring travel several times per year to our headquarters or to customer sites.