Customer Support Advocate: Tech Solutions Lead

ServiceTitan Software Canada; Canada; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Flexible time off

Company-paid medical, dental, vision

Parental leave and adoption support

Wellness programs and learning support

Job summary

ServiceTitan Software Canada is seeking a Customer Support Advocate (CSA) to be the first point of contact for customers using our software. You will become a product expert, craft creative workflows, and prevent escalations while delivering high-quality resolutions.

The role requires strong communication, empathy, and problem-solving skills, with the ability to thrive in a dynamic environment and master complex software, including SIP/RTP/SMPP concepts where relevant.

Qualifications

• Bachelor's degree preferred or equivalent experience in technical support.
• Strong problem-solving skills and troubleshooting abilities.
• Empathetic, patient, and excellent people skills.
• Ability to thrive in a fast-changing environment and master complex software.

Responsibilities

• Act as the first point of contact to assist customers via phone, chat, email, and screen-sharing.
• Become a product expert and develop creative solutions and workflows.
• Prevent escalations and de-escalate using support tools and resources.
• Provide comprehensive technical solutioning to resolve issues with high quality and speed.

Skills

Customer empathy

Problem solving

Troubleshooting

Strong communication

Team player

Adaptability

Self-motivation

Tech-savvy

Multitasking

Education

Bachelor's degree or equivalent experience

Tools

SIP

RTP

SMPP

Call flow analysis

Job description

ServiceTitan Software Canada is seeking a Customer Support Advocate (CSA) to be the first point of contact for customers using our software. You will become a product expert, craft creative workflows, and prevent escalations while delivering high-quality resolutions.

The role requires strong communication, empathy, and problem-solving skills, with the ability to thrive in a dynamic environment and master complex software, including SIP/RTP/SMPP concepts where relevant.