Overview

Responsibilities:

  • Assist customers with all aspects of our software via phone, chat, email and screen-sharing sessions, with a primary focus on customer satisfaction
  • Become a ServiceTitan product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
  • Utilize Support tools such as the Salesforce Support Console to efficiently handle customer cases and track personal performance
  • Be a part of a tight-knit team, working together to provide superior technical support and maintain a positive environment
  • Troubleshoot and submit bugs to our developers and act as the primary driver from bug ticket creation through resolution
  • Champion customer needs internally by providing feedback and escalating cases, ensuring that they receive the attention they deserve

Required Qualifications:

  • Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
  • Advanced or native English language possession 
  • Strong communicator in both written and verbal form (a writing/typing assessment will be facilitated during onsite interviews)
  • A clear view on what constitutes top tier customer support and capable of executing on that view
  • Ability to work smoothly within a team and understands that we succeed or fail together
  • Capable of efficiently learning and using complex software as well as teaching aspects of that software to others
  • An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities
  • Intelligent, self-motivated, quick thinking, and fast learning
  • Keeps a cool head and maintains organization and attention to detail while multitasking in a challenging, fast-paced environment
  • To be flexible and adjust to non-normative schedule
  • A desire to be the best person you can be!