Technical Support Specialist - Telecom

ServiceTitan; Clifton (TX); On-site; USD 25,000 - 44,000; Full time

Benefits offered by this job

Flexible time off

Company-paid medical, dental & vision

401k match

Telehealth options

One Medical membership

Job summary

ServiceTitan is seeking a Customer Support Advocate to serve as the frontline for our software, assisting small business owners via phone, chat, email, and screen-sharing. You will become a product expert and craft creative solutions to meet customer needs.

Using Salesforce Console and internal tools, you will prevent escalations and deliver high-quality, rapid resolutions. Bachelor’s degree or equivalent experience in technical support is preferred.

Qualifications

• Bachelor’s degree preferred or equivalent experience in technical support.

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 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

Self-motivated

Customer-centric

Creative problem solving

SIP

RTP

Call flow analysis

Education

Bachelor’s degree or equivalent experience in technical support

Tools

Salesforce Support Console

Job description

We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. 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. The opportunities to build an exceptional customer experience and make an impact are endless.

Key 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 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.
• Bachelor’s degree preferred or equivalent experience in technical support
• 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
• Home/Commercial Service Industry knowledge a plus
• Basic understanding of SIP (Session Initiation Protocol), RTP and call flow analysis preferred.
• Brand Registration process preferred.
• We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. Use of AI Technology:

Use of AI Technology

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. AI tools are not used to make hiring decisions; Here’s how we’ll support you in doing some of the most impactful work of your career:

Benefits

• 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. 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.

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.

We comply with all applicable minimum wage laws. For candidates in the United States, the good faith hourly rate estimate for this role is

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.