Technical Support Specialist - Telecom

ServiceTitan Software Canada; United States; On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Flexible time off

Learning and development opportunities

Bonusly rewards

Medical, dental, vision coverage

401k match

Fertility services support

Job summary

ServiceTitan seeks a Customer Support professional to be the first contact for customers, assisting via phone, chat, email, and screen-sharing. You will become a product expert, devising workflows that meet client needs and prevent escalations through effective use of support tools.

The role requires problem-solving skills, empathy, and the ability to thrive in a fast-changing environment, with a customer-centric mindset and strong communication. Start date listed as a future date.

Qualifications

• Bachelor's degree preferred or equivalent experience in technical support.
• Strong problem-solving and troubleshooting abilities.
• Excellent people skills with empathy, patience, and confidence.
• Ability to thrive in a feedback-oriented, fast-changing environment.
• Self-motivated and able to master complex software.
• Customer-centric mindset with a can-do attitude.
• Creative, out-of-the-box solutioning and clear communication.

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 using support tools and resources to resolve cases quickly.
• Provide comprehensive technical solutioning directly to resolve customer issues with high quality and speed.

Skills

Problem solving

Empathy

Communication

Multi-tasking

Calm under pressure

Team player

Self-motivated

Learnability

Education

Bachelor's degree or equivalent in technical support

Tools

Salesforce Support Console

Internal chatbot

Screen-sharing tools

SIP/RTP knowledge

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.

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 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
• Home/Commercial Service Industry knowledge a plus
• Basic understanding of SIP (Session Initiation Protocol), RTP and call flow analysis preferred.
• Understanding of SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering. Brand Registration process preferred.

Start Date: November 30th, 2026

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 f