Technical Support Specialist - Back Office

ServiceTitan, Inc.; Toronto; On-site; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Flexible time off

Comprehensive onboarding program

Bonusly

Medical, dental, and vision coverage

RRSP match

Parental leave and adoption support

Job summary

ServiceTitan, Inc. in Canada is seeking a Customer Support Advocate to become a subject matter expert and help small business owners using our software.

You’ll handle inquiries via phone, chat, email, and screen-sharing, delivering high-quality solutions and guiding customers through their service lifecycle. Join a fast-paced, supportive team with strong internal transfer opportunities, a comprehensive onboarding program, and perks like Bonusly, medical/dental/vision coverage, and RRSP matching

Qualifications

• Bachelor’s degree preferred or equivalent experience in technical support.
• Efficient, effective problem-solver with strong critical-thinking and troubleshooting abilities.
• Excellent people skills: 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.

Responsibilities

• 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.

Skills

Problem-solving

Empathy

Communication

Team player

Learning agility

Analytical mindset

SQL basics

Multi-tasking

Education

Bachelor’s degree or equivalent experience

Tools

Power BI

Tableau

Excel

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. 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.

Responsibilities

• 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.

Qualifications

• 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.

We Offer

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:

• Flexible time off with ample learning and development opportunities.
• Comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events.
• Bonusly, peer‑nominated awards, and more.
• Company‑paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
• Parental leave and support, up to $20{,}000 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

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.