Technical Support Specialist - Back Office

ServiceTitan; Toronto; On-site; CAD 27,552 - 37,195; Full time

Benefits offered by this job

Flextime

Benefits package

Equity

Job summary

ServiceTitan is seeking a Customer Support Advocate to help small business owners in the trades by delivering expert assistance across multiple channels. You will become a product specialist on sales and inventory features, crafting workflows that fit customer needs, while maintaining a strong customer-centric mindset.

The role emphasizes rapid learning of complex software, collaborative teamwork, and proactive problem solving in a fast-paced environment at our Canada location.

Qualifications

• Bachelor’s degree or equivalent experience in technical support.
• Strong problem-solving and troubleshooting abilities.
• Empathetic, patient, confident, and able to interact with a broad spectrum of personalities.
• Ability to learn complex software in a fast-changing environment.

Responsibilities

• Assist customers with our software via phone, chat, email, and screen sharing.
• Become a product expert across Sales Cycle and Inventory Stock to develop workflows meeting customer needs.
• Prevent escalations and de-escalate using support tools such as Salesforce Support Console and internal chatbot.
• Provide comprehensive technical solutions to resolve customer issues quickly and with high quality.

Skills

Customer focus

Strong communication

Problem solving

Analytical mindset

SQL skills

Power BI/Tableau

Excel

Team player

Education

Bachelor’s degree preferred

Tools

Salesforce

AI chatbot

Job description

Ready to be a Titan? 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.

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. As a Customer Support Advocate (CSA), you’ll have the opportunity to become a ServiceTitan subject matter expert and quickly grow your career in meaningful ways. Our CSAs have the highest rate of internal transfers across the organization. The opportunities to build an exceptional customer experience and make an impact are endless.

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 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.

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


• 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 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. We’re in this together. Come be human, with us.

What We Offer:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.


• Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.


• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.

Our Commitment to Inclusion:

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is an equal opportunity employer. We do not discriminate against employees based on race, colour, religion, creed, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), marital status, family status, sexual orientation, or any other characteristic protected by applicable provincial legislation.

Accommodations are available on request for candidates taking part in all aspects of the selection process.

Use of AI Technology:

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

A Note on the Application & Hiring Process:

When you submit your application for the Technical Support Specialist - Back Office position, your candidacy will be considered for all available Technical Support Specialist - Back Office opportunities across our entire organization, which includes ServiceTitan and its key subsidiaries: Aspire, FieldRoutes, and Convex. Our dedicated recruiting team operates centrally to review candidates for these multiple verticals. This ensures your application receives maximum exposure and that we match your skills and career interests to the team with the greatest business need and best fit. The final hiring decision and offer of employment will specify the exact company (ServiceTitan, Aspire, FieldRoutes, or Convex) and vertical team you will be supporting.

Compensation Disclosure:

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws. The expected hourly rate for this role for candidates residing in Canada is between $19.70 CAD - $26.54 CAD. Actual compensation for an individual may vary depending on many factors, including skills, performance over time, business needs, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes equity and a holistic suite of benefits. This position may also be eligible for a bonus.

Personal Information:

ServiceTitan collects your personal information to support its business operations, including for human resources, employment, benefits administration, health and safety, and other business-related purposes as well as for legal compliance. You can review further details of such collection and use in our Privacy Policy