Overview

We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We work in a collaborative environment to ensure we deliver an exceptional customer experience. We provide solutions that build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren’t afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong. 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:
  • Address client issues through troubleshooting, training, and direct support.
  • Conduct initial troubleshooting for ServiceTitan, Aspire, and FieldRoute platforms, identifying root causes, replicating issues, and documenting scenarios clearly.
  • Develop into a product expert, crafting innovative solutions and workflows that cater to customer requirements.
  • Advocate for product enhancements by submitting bug reports to developers and overseeing their resolution.
  • Communicate customer feedback and concerns to internal teams to champion their needs.
  • 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. Please note that during your probation period, your schedule will be Mon-Fri, starting 3pm-4pm.
Required Qualifications:
  • Exceptional interpersonal skills: empathetic, patient, confident, good-humored, and adept at interacting with diverse personalities.
  • Thrives in a feedback-rich environment and maintains composure in a dynamic, demanding setting.
  • Self-driven and capable of mastering intricate software.
  • Efficient, effective, and resourceful problem-solver with robust critical thinking and troubleshooting abilities.
  • Knowledge of QuickBooks/accounting is a plus
  • Proficiency in English is a must
Benefits:
  • 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.
  • 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.
  • Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, and more.
Note:

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