Associate Specialist, Front Office

This is a fully remote position, open to applicants in California, +8 more states.

📋 Description

• Serve as a tier 3 escalation expert for tier 1 and tier 2 support agents, project managers, and customer success managers.

• Utilize expert product knowledge and call-handling skills to deescalate customer issues.

• Deliver advanced level 3 troubleshooting and workflow solutions.

• Provide direct technical solutions to customers.

• Act as a subject matter expert for ServiceTitan Front Office products and services.

• Utilize Salesforce Support Console, internal chatbot, and testing methodologies to resolve cases.

• Identify and escalate bugs and unintended behaviors through JIRA bug tickets.

• Create troubleshooting workarounds and support recommendations.

• Offer guidance to enhance support agents’ technical knowledge and solution skills.

• Collaborate with specialists and leadership on workflow requirements and complex problem-solving.

⛳️ Requirements

• A bachelor’s degree is required.

• 2-3 years of experience in customer service or technical support is essential.

• At least 1 year of proven expertise in ServiceTitan product workflow, configuration, and solution design is necessary.

• Experience as a Customer Support Advocate II or equivalent knowledge demonstrating an understanding of customer business needs and workflows is preferred.

• Ability to thrive in a fast-paced, customer-facing environment with flexible hours, including weekends and holidays as required.

• Proficiency in Excel and/or Google Sheets is demonstrated.

• Basic knowledge of SQL is preferred.

• Strong skills in navigating Fullstory, Dynamic Card Creator (DCC) tools, and chatbots are essential.

• High proficiency in general ServiceTitan functionality and deep level 3+ expertise in specific product areas is required.

• Proven troubleshooting and solution-finding skills are necessary.

• Ability to convert complex technical issues into practical solutions is essential.

• Capability to prioritize, multitask, and perform effectively under pressure is important.

• Strong written and verbal communication abilities are required.

• Excellent customer support judgment and execution skills are vital.

• Strong critical thinking and troubleshooting aptitude is necessary.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training.

• Various programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-funded medical, dental, and vision insurance.

• 100% employer-paid options and 90% dependent coverage.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support services.

• Up to $20k in fertility services.

• Reimbursement for surrogacy and adoption expenses.

• On-demand maternity support through Maven Maternity.

• Complimentary breast milk shipping through Maven Milk.

• Pet insurance options.

• Legal advisory services available.

• Financial planning tools provided.

• Annual bonus opportunities.

• Equity options.

• Support for flexible and autonomous work arrangements.