Technical Support Specialist - Back Office

About the role

We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. We work hard and like to have fun along the way. If you’re excited about helping small business owners in the trades, love technology, and aren't afraid of a challenge or two, our customer support team is where you belong.

What You'll Do

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions
• Be a product expert for topics ranging through various stages of our customers Sales Cycle and Inventory Stock, 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

What You'll Bring

• 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
• Able 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
• The ability to prioritize, multi-task, and perform effectively under pressure
• A strong communicator in both written and verbal form
• A team player
• Intelligent, self-motivated, quick thinking, and fast learning
• A customer obsession/customer centric mindset
• Technical judgment
• Learning agility
• The ability to effectively leverage AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer solutions
• Home/Commercial Service Industry knowledge a plus
• Foundational understanding of, or strong aptitude to quickly learn, recurring billing structures — Subscriptions, Memberships, and Service Agreements
• Basic Bookkeeping/Accounting Foundation (Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits)
• Exposure to, or genuine interest in, ERP and payroll systems (ADP, NetSuite, SAP, or similar) and Payroll/Time-Tracking fundamentals such as pay structures, timesheet management, and pay calculation
• Strong data literacy and analytical curiosity, with a willingness to develop SQL skills and experience with reporting/BI tools such as Power BI or Tableau
• Proficiency in G-Sheet or Excel

What We Offer

• Flextime, recognition, and support for autonomous work
• 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