Job Description

Ready to be a Titan? Associate Specialists are key members of the Global Support team, acting as subject matter experts for ServiceTitan’s products/services and customers and providing advanced support for issues that cannot be resolved by frontline Customer Success members. An Associate Specialist specializes in a product area and has strong generalized product knowledge across a complex SaaS-based platform. They have a holistic understanding of how the various product areas work together. Associate Specialists work directly with customers, CSA Is, CSA IIs, Project Managers, and CSMs to help them find the most accurate answers to complex inquiries. As a lead contributor on the Technical Solutions and Specialists team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, advanced problem solving, and regularly partnering with Specialists and leadership.

Responsibilities:
  • Act as a Tier 3 Specialist supporting Tier 1 and Tier 2 Support Agents, Project Managers, and Customer Success Managers
  • Specialize in Telecom and function as a subject matter expert on all ServiceTitan products/services
  • Provide advanced level 3 troubleshooting and advanced workflow solutions to resolve technical issues quickly and confidently for customers and internal CS employees
  • Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing Knowledge Base articles or other known troubleshooting steps
  • Prevent escalations by leveraging support tools and resources such as the Salesforce Support Console, Universal Search, Confluence, and Slack, as well as in-depth testing to resolve cases efficiently
  • Deescalate customers through expert product knowledge and strong call handling skills
  • Recognize unintended bugs and behaviors and recommend escalation paths for Specialists to create JIRA tickets for developers to triage and resolve
  • Provide guidance to level up Support Agents’ technical knowledge/solutioning skills
  • Assist in managing emergency protocol and incidents that impact the user experience
Required Qualifications:
  • 2-3 years of customer service or technical support experience
  • 1+ years of demonstrated expertise in ServiceTitan Product subject matter workflow, configuration, and solution design experience
  • Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customer's business needs and workflows.
  • Ability to work in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
  • Deep level 3+ expertise in all ServiceTitan product areas, including Accounting
  • Demonstrated expertise in troubleshooting and solutioning
  • Customer-centric mindset, desire to learn, and can-do attitude
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.
Nice To Have:
  • Bachelor’s degree
  • Proficiency in Excel or GSheets, SQL, Kibana, Fullstory, and integrated platforms (Quickbooks, Dialpad, Yext, Azuga, etc)
Skills:
  • Customer service
  • Technical support
  • ServiceTitan Product subject matter workflow, configuration, and solution design
  • Troubleshooting and solutioning
  • Customer-centric mindset
  • Call handling
Technologies:
  • Salesforce Support Console
  • Universal Search
  • Confluence
  • Slack
  • JIRA
  • Excel
  • GSheets
  • SQL
  • Kibana
  • Fullstory
  • Quickbooks
  • Dialpad
  • Yext
  • Azuga
Note:

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