Technical Support Specialist – Back Office

This is a fully remote position, open to applicants in Florida.

📋 Description

• Serve as the initial contact for customers, providing assistance with all aspects of our software through phone, chat, email, and screen-sharing sessions.

• Become an expert on our products, covering various stages of the customer Sales Cycle and Inventory Stock, while crafting innovative solutions and workflows that align with customer needs.

• Mitigate escalations and de-escalate customer concerns by utilizing support tools and resources, including the Salesforce Support Console, internal chatbot, and thorough testing to effectively resolve cases.

• Deliver thorough technical solutions directly to ServiceTitan’s customers, addressing issues with efficiency and high-quality standards.

⛳️ Requirements

• Preferred Bachelor's degree or equivalent experience in technical support.

• A resourceful and effective problem-solver with robust critical thinking and troubleshooting skills.

• Exceptional interpersonal skills: must exhibit empathy, patience, confidence, humor, and the ability to engage well with various personality types.

• Capable of thriving in a culture that values feedback while maintaining composure in a fast-paced, challenging environment.

• Self-driven and adept at mastering complex software applications.

• Customer-focused mindset with a strong desire to learn and a proactive attitude.

• Innovative and capable of thinking outside the box to devise solutions.

• Proficient in translating complex technical challenges into understandable solutions.

• Strong ability to prioritize tasks, manage multiple responsibilities, and perform effectively under pressure.

• Excellent communicator, both written and verbal.

• A collaborative team player.

• Intelligent, self-motivated, quick-thinking, and a fast learner.

• Strong commitment to customer satisfaction and a customer-centric mindset.

• Good technical judgment and learning agility.

• Skilled at leveraging AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer resolutions.

• Knowledge of the Home/Commercial Service Industry is a plus.

• Foundational knowledge of, or a strong capacity to quickly learn, recurring billing structures such as Subscriptions, Memberships, and Service Agreements.

• Basic understanding of bookkeeping/accounting principles (including Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits).

• Familiarity with or genuine interest in ERP and payroll systems (such as ADP, NetSuite, SAP, or similar), as well as Payroll/Time-Tracking fundamentals, including pay structures, timesheet management, and pay calculation.

• Strong data literacy and analytical curiosity, with a willingness to develop SQL skills and experience using reporting/BI tools like Power BI or Tableau.

• Proficiency in G-Sheet or Excel.

🏝️ Benefits

• Flexible time off with numerous opportunities for learning and development to advance your career.

• Comprehensive onboarding program.

• Leadership training available for all levels of Titans.

• Exceptional work is recognized through Bonusly, peer-nominated awards, and more.

• Company-paid medical, dental, and vision insurance (with 100% employer-paid options and 90% coverage for dependents).

• FSA and HSA options.

• 401k matching.

• Telehealth services, including memberships to One Medical.

• Parental leave and support services.

• Up to $20k in fertility services (including IUI and IVF).

• Reimbursement for surrogacy and adoption.

• On-demand maternity support provided through Maven Maternity.

• Free breast milk shipping services via Maven Milk.

• Pet insurance options.

• Legal advisory services available.

• Financial planning tools offered.