Technical Support Specialist - Marketing

About the role

As a Customer Support Advocate (CSA), you’ll act as the first point of contact to assist customers with all aspects of our software. You’ll become a ServiceTitan subject matter expert, grow your career, and have opportunities to build an exceptional customer experience while making a meaningful impact. Our CSAs have the highest rate of internal transfers across the organization.

Responsibilities

• Assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions
• Become a product expert 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, and in-depth testing to efficiently resolve cases
• Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve issues with high quality and speed

Requirements

• Bachelor’s degree preferred or equivalent experience in technical support
• Efficient, effective, and resourceful problem-solver with strong critical thinking skills and troubleshooting abilities
• Excellent people skills: empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
• Ability 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
• Basic understanding of digital marketing concepts, including campaigns, lead generation, conversion, attribution, and return on investment
• Strong analytical skills and comfort reviewing reports, customer activity, and performance data
• Ability to explain complex marketing and technical concepts in simple, customer-friendly language
• Customer-centric mindset, desire to learn, and can-do attitude
• Creative, out-of-the-box solutioning skills
• Ability to translate complex technical issues into tangible solutions
• Ability to prioritize, multi-task, and perform effectively under pressure
• Strong communicator in both written and verbal form
• Team player, intelligent, self-motivated, quick thinking, and fast learning
• Home/Commercial Service Industry knowledge a plus

Benefits

• Flextime, recognition, and support for autonomous work with flexible time off, learning and development opportunities, and a comprehensive onboarding program
• Great work rewarded through Bonusly, peer-nominated awards, and more
• Company-paid medical, dental, and vision (with 100% employer-paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options
• Parental leave and support, up to $20k in fertility services (e.g., 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, and financial planning tools

Pay

For candidates in the United States, the good faith hourly rate estimate for this role is:

• Zone 1: $21.01 USD - $31.49 USD (Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA)
• Zone 2: $19.61 USD - $29.42 USD (Applicable for: All other US locations)

International compensation for candidates residing outside the United States will vary by location and will be discussed during the hiring process. Actual compensation within a range is determined by factors including relevant experience, skill set, qualifications, and performance. In addition to base salary, our total compensation package includes an annual bonus, equity, and a holistic suite of benefits.