Technical Support Specialist – Front Office
ServiceTitan
Associate Product Support Analyst, Overnight
Stack Exchange
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
Cloud
About the role
- Respond to customer inquiries and support requests via email.
- Troubleshoot and resolve basic technical issues related to the SaaS product.
- Guide customers through standard procedures, such as account setup and password resets.
- Document all support interactions and resolutions in the ticketing system.
- Identify and escalate complex or unresolved issues to senior support agents or other internal teams.
- Maintain and update a knowledge base with new solutions and FAQs.
- Collaborate with team members to share knowledge and improve support processes.
- Provide a positive and helpful experience to all customers.
Requirements
- Proven experience in a technical support or customer service role, preferably with a SaaS product.
- Strong problem-solving skills and the ability to reference product documentation.
- Excellent written communication skills; you'll be communicating through email.
- Self-motivated and able to work independently with minimal supervision.
- Flexibility and reliability to work overnight shifts on a consistent schedule.
- Experience with support ticketing systems (e.g., Freshdesk, Zendesk, Salesforce Service Cloud) is a plus.
Benefits
- Competitive Base Salary
- Generous paid vacation
- Generous parental leave (16 weeks at 100% pay), family care leave, and unlimited sick days
- Equity for all employees at all levels
- Industry-leading health benefits that are applicable per country of residence for all our full-time employees
- Company-paid Life Insurance
- Home Internet stipend
- Professional allocation for your growth and development
- One-time allowance to assist with your home office setup
- Company-paid access to Calm, Bravely, LinkedIn Learning, MyAcademy and Overdrive
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical supportproblem-solvingSaaS
Soft skills
written communicationself-motivatedflexibilityreliability
