Telecom Tech Support Specialist - Customer Success Pro

ServiceTitan; Austin (TX); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Medical Insurance

Dental & Vision

FSA/HSA

401k match

Telehealth

Job summary

ServiceTitan is seeking a Customer Support Advocate to be the first point of contact for customers, delivering high-quality assistance across phone, chat, email, and screen-sharing sessions. You will learn the product deeply, crafting workflows that meet customer needs and reduce escalations.

You’ll resolve issues quickly using supported tools, grow your expertise, and contribute to a remarkable customer experience in a fast-paced environment.

Qualifications

• 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.

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 mindset

Creative problem-solving

SIP/RTP basics

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce Support Console

Internal chatbot

Job description

ServiceTitan is seeking a Customer Support Advocate to be the first point of contact for customers, delivering high-quality assistance across phone, chat, email, and screen-sharing sessions. You will learn the product deeply, crafting workflows that meet customer needs and reduce escalations.

You’ll resolve issues quickly using supported tools, grow your expertise, and contribute to a remarkable customer experience in a fast-paced environment.