Technical Support Specialist

Overview

First-contact technical support for ServiceTitan software, assisting customers via phone, chat, email, and screen‑sharing.

Key Responsibilities

• escalation prevention
• support tools
• product expertise
• solution design
• technical solutioning
• customer support

Tasks

-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 -Become a product expert and develop creative solutions and workflows that best meet customer needs -Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed. -Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions

Requirements

• bachelor's degree
• excel
• google sheets
• problem solving
• strong communicator
• self motivated

What You Bring

-Self-motivated and able to master complex software -Intelligent, self-motivated, quick thinking, and fast learning -Bachelor’s degree preferred or equivalent experience in technical support -Home/Commercial Service Industry knowledge a plus -Creative, out-of-the-box solutioning skills -Strong communicator in both written and verbal form -An efficient, effective, and resourceful problem-solver with strong critical thinking skills, and troubleshooting abilities -Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment -Proficiency in G-Sheet & Excel Preferred -Ability to prioritize, multi-task, and perform effectively under pressure -The ability to translate complex technical issues into tangible solutions -Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types

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Benefits

-Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program. -Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more. -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.

About Servicetitan

-Launched a cloud platform in 2012 to modernize trades businesses. -Integrates scheduling, dispatch, CRM, invoicing, payments, marketing, and analytics into one system. -Supports both residential and commercial contractors in industries like HVAC, plumbing, electrical, pest control, and landscaping. -Expanded internationally with a development hub in Armenia and acquired companies like Aspire and Convex to enhance its platform. -Features include AI-powered tools ( Titan Intelligence ), integrated financing, mobile technician apps, and robust reporting. -Serves clients from single-location plumbing shops to large MEP contractors managing complex jobs. -Began as a summer project to help the founders' fathers' contracting businesses and grew into a public tech firm.

Sector Specialisms