Overview

As a Customer Support Advocate (CSA), you’ll have the opportunity to become a subject matter expert on ServiceTitan, Aspire, and FieldRoutes platforms and quickly grow your career in meaningful ways. You’ll be part of the team where you’ll identify and provide solutions to client challenges in a dynamic and fast-paced environment. You’ll be responsible for ensuring that we consistently exceed clients’ expectations and anticipate their future needs.

Responsibilities:
  • Communicate customer feedback and concerns to internal teams to champion their needs.
  • Advocate for product enhancements by submitting bug reports to developers and overseeing their resolution.
  • Develop into a product expert, crafting innovative solutions and workflows that cater to customer requirements.
  • Conduct initial troubleshooting for ServiceTitan, Aspire, and FieldRoute platforms, identifying root causes, replicating issues, and documenting scenarios clearly.
  • Address client issues through troubleshooting, training, and direct support.
  • The earliest start of the shift is 8am, and the latest shift finishes at 3am AMT. Shifts are decided based on business needs, so candidates must be flexible to shift changes.
Required Qualifications:
  • Proficiency in English is a must
  • Knowledge of QuickBooks/accounting is a plus
  • Efficient, effective, and resourceful problem-solver with robust critical thinking and troubleshooting abilities.
  • Self-driven and capable of mastering intricate software.
  • Thrives in a feedback-rich environment and maintains composure in a dynamic, demanding setting.
  • Exceptional interpersonal skills: empathetic, patient, confident, good-humored, and adept at interacting with diverse personalities.
Benefits:
  • Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.
  • Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.
  • 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.
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