Associate Specialist, Front Office

ServiceTitan, Inc.; California (MO); Hybrid; USD 37,000 - 58,000; Full time

Benefits offered by this job

Flexible time off

Onboarding program

Annual bonus

Job summary

ServiceTitan, Inc. seeks a Tier 3 Specialist to act as an escalation resource for tier 1/2 agents, project managers, and customer success managers.

You will deescalate customers with deep product knowledge, perform advanced 3rd-level troubleshooting, and deliver comprehensive technical solutions to resolve issues quickly and effectively. You will serve as a subject matter expert in Front Office Components, staying current and sharing knowledge to uplift the overall support organization,

Qualifications

• Bachelor’s degree; 2-3 years of customer service or technical support experience.
• Demonstrated expertise in ServiceTitan Product subject matter workflow, configuration, and solution design.
• Customer Support Advocate II experience or equivalent knowledge.
• Strong Excel and/or Google Sheets skills.
• Basic knowledge of SQL preferred.

Responsibilities

• Act as a tier 3 escalation resource for tier 1/2 support, PMs, and CS managers.
• Deescalate customers with expert product knowledge and strong call handling.
• Provide advanced level 3 troubleshooting and workflow solutioning to resolve issues quickly.
• Offer comprehensive technical solutions to ServiceTitan customers for high-quality resolutions.
• Function as a subject matter expert within Front Office Components and stay current.

Skills

Customer support

Product knowledge

Troubleshooting

Communication skills

Call handling

Team collaboration

Empathy

Education

Bachelor’s degree

Tools

Salesforce

Fullstory

DCC tools

Chatbots

JIRA

Job description

What you'll do:

• Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers as an escalation resource.
• Deescalate customers through expert product knowledge and strong call handling skills
• Provide advanced level 3 troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers and internal CS employees
• Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.
• Function as a subject matter expert within the Front Office Components of ServiceTitan products/services and continuously remain current in that knowledge.
• 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
• Recognize bugs and behaviors that are unintended, and elevate for specialists to create JIRA bug tickets for developers to triage and resolve.
• Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps.
• Provide guidance to level up Support agent technical knowledge/solutioning skills

What you'll need:

• Bachelor’s degree; 2-3 years of customer service or technical support experience
• Minimum of 1 year of demonstrated expertise in ServiceTitan Product subject matter workflow, configuration, and solution design experience
• Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customers' business needs and workflows.
• Works in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
• Demonstrated proficiency in Excel and/or Google Sheets
• Basic knowledge of SQL preferred
• Strong ability to navigate backend tools such as Fullstory, Dynamic Card Creator (DCC) tools, and chatbots
• Strong proficiency in general ServiceTitan functionality and a deep level 3+ expertise in your dedicated product areas
• Demonstrated expertise in troubleshooting and solutioning
• 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
• Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
• Strong communicator in both written and verbal form
• A clear view of what constitutes top-tier customer support and has demonstrated the ability to execute on that view
• Team player
• An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities
• Intelligent, self-motivated, quick thinking, and fast learning

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.

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.

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 (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• Support for Titans at all stages of life: 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.
• 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.
• We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.
• 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.
• For candidates in the United States, the good faith hourly rate estimate for this role is Zone 1: $27.74 USD - $41.59 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $25.91 USD - $38.89 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.

We’re building the first end-to-end solution to transform the trades, a trillion-dollar global industry that’s been underserved by technology for far too long.

Recognized by Forbes as one of the top cloud companies, we use our deep industry knowledge and technical expertise to develop solutions that empower everyday entrepreneurs to grow and scale their businesses.

While our vision is bold, we always stay humble. Join us. We’re just getting started.