Overview

Executive and Premium Escalation Associate Specialists are key members of the Global Support and Services Organization, acting as subject matter experts who bring a unique skill in supporting the ServiceTitan Leadership Executive (LTE) team with high level escalations as well as Premium customers.

Responsibilities:
  • Restore the customer relationship by resolving any technical issue concerns they brought to the Leadership Executive Team member.
  • If the issue is not a technical issue, the Associate will ensure they connect the customer with the correct team and see the issue through until 100% resolved.
  • Work closely with Premium customers to offer a white glove experience to their unique workflows
  • Work closely with our customers to understand the pain points they’re experiencing and solution to find ways to resolve those concerns.
  • Identify areas of opportunity to add value and improve the customer’s experience as the escalation is resolved.
  • Minimize customer churn / perceived product gaps through advanced solutioning and resolving complex escalations.
  • Deescalate customers through white glove service and expert product knowledge.
  • Provide advanced troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers.
  • Provide white glove case management and escalation resolution to members of the Executive Team
  • Communicate & coordinate with cross-functional partners across the organization to ensure resolutions for the customer.
  • Communicate consistently and professionally with both the customer and the key stakeholders (Executives) by providing updates and additional support as needed.
  • Function as a subject matter expert on all ServiceTitan products/services and continuously remain current in that knowledge.
  • Follow the outlined Executive Escalation and Premium Workflows to their entirety and owning the case through and through
  • Honoring ServiceTitan’s ServicePledge. Demonstrate clear ownership by being the single point of contact for all escalations and addressing challenging customer feedback.
  • Check in regularly on all cases and provide updates; including no update updates, to ensure the executive and customer are apprised of all changes as they become available.
  • Display partnership in analyzing data collected from escalations that come in to the team’s queue.
  • Participate in weekly meetings and display a be a dream team mentality in assisting their peer LTE Associates with their escalations.
Required Qualifications:
  • Customer Support Advocate Level 2 or above
  • Demonstrates a clear understanding of our customers' business needs and workflows.
  • Must have strong call handling skills and maintain a high level of detail in both written and verbal communication.
  • Produce white glove customer service and send professional emails to both Executives and customers.
  • An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities.
  • The ability to translate complex technical issues into tangible solutions
  • Ability to navigate high pressure situations and provide timely updates/solutions to ServiceTitan’s Leadership Executive team and Customers
  • Must take initiative and be able to prioritize, work in a multi-tasking fast-paced environment, and perform effectively under pressure.
  • Excellent team player and coach to peers.
  • A clear view on what constitutes top tier customer support and has demonstrated the ability to execute on that view.
  • Demonstrated expertise in troubleshooting and solutioning.
  • Customer-centric mindset, desire to learn, and can-do attitude.
  • Excellent people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types.
  • Must have strong problem solving and customer service skills.
  • Must be able to handle difficult escalations while maintaining the customer’s best interest.
  • Creative, out of the box solutioning skills.
  • Experience working with high level escalations and premium customers.
  • Works in a high paced, customer facing environment with varied/extended hours of operation that include weekends and holidays as needed
  • Bachelor’s degree
  • 2-3 years customer service or technical support experience
Benefits:
  • Flexible time off
  • Learning and development opportunities
  • Comprehensive onboarding program
  • Leadership training
  • Bonusly
  • Peer-nominated awards
  • Company-paid medical, dental, and vision insurance
  • Parent and siblings’ insurance
  • Wellness benefit
  • Office massage
  • Parental leave and support
  • Financial planning tools
  • Employee Assistance Program services
Nice To Have:
  • Proficiency in Excel
  • Proficiency in SQL
  • Proficiency in Kibana
  • Proficiency in Quickbooks
Note:

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