Technical Support Specialist - Marketing

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
• 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, 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
• The 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
• A 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
• The ability to explain complex marketing and technical concepts in simple, customer-friendly language
• A customer-centric mindset, desire to learn, and can-do attitude
• Creative, out-of-the-box solutioning skills
• Adequate Home/Commercial Service Industry knowledge is a plus

Be Human With Us

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving.

What We Offer

• Flextime, recognition, and support for autonomous work
• Great work is rewarded through Bonusly, peer-nominated awards, and more
• Holistic health and wellness benefits
• Support for Titans at all stages of life