Technical Support Specialist - Back Office

ServiceTitan; United States; On-site; USD 27,552 - 42,705; Full time

Benefits offered by this job

Flexible time off

Medical, dental, vision

Fertility support

Job summary

ServiceTitan is seeking a Customer Support Advocate to become a subject matter expert and deliver outstanding service across our software. You’ll handle inquiries via phone, chat, email, and screen-sharing, and develop workflows for customers’ sales cycles and inventory stock.

You will troubleshoot with empathy, communicate clearly, and use AI-powered tools to validate solutions while maintaining high quality and speed in responding to customer needs.

Qualifications

• Bachelor’s degree preferred or equivalent experience in technical support.
• Excellent communication and empathy with customers.
• Ability to troubleshoot, think critically, and learn rapidly in a dynamic environment.
• Comfort with using AI-powered tools while validating recommendations.

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 across our Sales Cycle and Inventory Stock, and develop workflows that meet customer needs
• Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console and internal chatbot
• Provide comprehensive technical solutions to resolve customer issues with high quality and speed.

Skills

Empathy

Communication

Problem solving

Multi-tasking

Learning agility

Data literacy

Team player

AI tools

SQL basics

Education

Bachelor's degree or equivalent

Tools

Salesforce Support Console

Power BI

Tableau

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.

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, 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.

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: $21.01 USD - $31.49 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA Zone 2: $19.61 USD - $29.42 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.