Technical Support Specialist - Platform
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 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 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
- Home/Commercial Service Industry knowledge a plus
- Preferred experience in troubleshooting iOS and Android app issues, including crashes, performance problems, and connectivity errors
- Troubleshoot user access issues, authentication failures (SSO, MFA), and permission-related errors preferred
- Experience in diagnosing fleet tracking issues, GPS inaccuracies, and real-time vehicle monitoring errors with 3rd party hardware/software preferred
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
- Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events
- Bonusly, peer-nominated awards, and more
- Holistic health and wellness benefits
- 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
Compensation
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
- 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.