Technical Support Specialist – Back Office

Job Description:

• 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 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.

Requirements:

• 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.
• 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.
• 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.
• 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.
• Customer Obsession/Customer Centric Mindset.
• Technical judgment.
• Learning Agility.
• 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.

Benefits:

• Flexible time off with ample learning and development opportunities to continue growing your career.
• Comprehensive onboarding program.
• Leadership training for Titans at all levels.
• Great work is 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.
• Telehealth options including memberships to One Medical.
• 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.