ServiceTitan

Customer Support Advocate

ServiceTitan

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $20 - $26 per hour

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Flexible time off with ample learning and development opportunities to continue growing your career.
  • Comprehensive onboarding program.
  • Leadership training for Titans at all levels.
  • Health and wellness benefits including company-paid medical, dental, and vision.
  • 401k match and telehealth options including memberships to One Medical.
  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical supporttroubleshootingproblem-solvingSIPRTPcall flow analysisSMS routingSMPPdelivery receiptscarrier filtering
Soft Skills
critical thinkingempathypatienceconfidencehumoradaptabilityself-motivationcreativitycommunicationteamwork