Technical Support Specialist – Telecom

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

📋 Description

• Serve as the primary point of contact for customers via phone, chat, email, and screen-sharing sessions.

• Become a subject matter expert on the ServiceTitan product.

• Create innovative solutions and workflows tailored to customer requirements.

• Proactively prevent and manage customer escalations.

• Utilize Salesforce Support Console, internal chatbot, support tools, and resources effectively.

• Perform thorough testing to resolve cases promptly.

• Deliver comprehensive technical solutions directly to ServiceTitan customers.

• Address customer issues with a focus on quality and efficiency.

⛳️ Requirements

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

• Prior experience in technical support or a comparable role.

• Strong critical thinking and troubleshooting skills.

• Excellent interpersonal skills; empathetic, patient, confident, humorous, and able to engage with a variety of personality types.

• Capacity to excel in a feedback-driven, fast-paced environment.

• Ability to master complex software systems.

• Customer-focused mindset with a willingness to learn.

• Creative and innovative problem-solving abilities.

• Skill in translating complex technical issues into actionable solutions.

• Proficient in prioritizing tasks, multitasking, and performing effectively under pressure.

• Strong written and verbal communication skills.

• Team-oriented approach.

• Intelligent, self-motivated, quick-thinking, and fast-learning individual.

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

• Basic understanding of SIP, RTP, and call flow analysis preferred.

• Familiarity with SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering.

• Knowledge of the Brand Registration process is preferred.

• For Zone 1 compensation: candidates must reside in CA, CT, DC, MD, MA, NJ, NY, VA, or WA.

• For Zone 2 compensation: candidates must be located in other US locations.

🏝️ Benefits

• Flexible time off.

• Opportunities for learning and development.

• Comprehensive onboarding program.

• Leadership training available for Titans at all levels.

• Programs and events.

• Bonusly rewards.

• Peer-nominated awards.

• Company-paid medical, dental, and vision coverage.

• 100% employer-paid options for medical, dental, and vision.

• 90% coverage for dependents.

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

• 401k matching.

• Telehealth options, including One Medical memberships.

• Parental leave and support provided.

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

• Reimbursement for surrogacy and adoption expenses.

• On-demand maternity support through Maven Maternity.

• Free breast milk shipping via Maven Milk.

• Pet insurance options.

• Access to legal advisory services.

• Financial planning tools available.

• Annual bonus opportunities.

• Equity options.