Front Office Solutions Engineer (Tier 3)

ServiceTitan; United States; Presencial; USD 36.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flextime

Wellness benefits

Life-stage support

Descripción de la vacante

ServiceTitan is hiring an Associate Specialist for the Global Support team. You will act as a tier-3 escalation resource, delivering advanced troubleshooting and expert product knowledge to solve complex customer issues.

You will work with CSAs, PMs, and leadership to coach teams, identify workflow requirements, and provide high-quality support. A strong emphasis on communication and collaboration is required for success.

Formación

• Bachelor’s degree and 2–3 years in customer service or technical support.
• 1 year of demonstrated expertise in ServiceTitan product workflow, configuration and solution design.
• Customer Support Advocate II experience or equivalent knowledge.
• Works in a high-paced, customer-facing environment with extended hours including weekends/holidays.
• Proficient in Excel and/or Google Sheets.
• Basic knowledge of SQL preferred.
• Strong ability to navigate backend tools such as Fullstory, DCC tools, and chatbots.
• High level of ServiceTitan functionality expertise and troubleshooting abilities.

Responsabilidades

• Act as a tier 3 specialist supporting tier 1 and tier 2 agents, project managers, and CS managers as an escalation resource.
• Deescalate customers through expert product knowledge and strong call handling skills.
• Provide advanced Level 3 troubleshooting and workflow solutioning to resolve issues quickly for customers and internal teams.
• Provide comprehensive technical solutioning to resolve customer issues with high quality and speed.
• Function as a subject matter expert within Front Office Components and stay current in knowledge.
• Prevent escalations by leveraging support tools and testing to resolve cases efficiently.
• Identify bugs and escalate for developers to triage and resolve via JIRA tickets.
• Propose advanced troubleshooting workarounds and solutions for difficult issues.
• Mentor and upskill Support agents on technical knowledge and solutions.

Conocimientos

Customer service

Technical support

SQL basics

Excel/Sheets

Product knowledge

Problem solving

Communication

Teamwork

Educación

Bachelor’s degree

Herramientas

Fullstory

Dynamic Card Creator (DCC)

Chatbots

Salesforce Support Console

Descripción del empleo

ServiceTitan is hiring an Associate Specialist for the Global Support team. You will act as a tier-3 escalation resource, delivering advanced troubleshooting and expert product knowledge to solve complex customer issues.

You will work with CSAs, PMs, and leadership to coach teams, identify workflow requirements, and provide high-quality support. A strong emphasis on communication and collaboration is required for success.