Front Office Tier 3 Support Specialist

ServiceTitan, Inc.; California; Hybride; USD 37 000 - 58 000; Plein temps

Avantages offerts par ce poste

Flexible time off

Onboarding program

Annual bonus

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer support

Product knowledge

Troubleshooting

Communication skills

Call handling

Team collaboration

Empathy

Formation

Bachelor’s degree

Outils

Salesforce

Fullstory

DCC tools

Chatbots

JIRA

Description du poste

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,