Technical Support Specialist - Back Office

the opportunity to become a ServiceTitan subject matter expert and quickly grow your career in meaningful ways. Our CSAs have the highest rate of internal transfers across the organization. The opportunities to build an exceptional customer experience and make an impact are endless.

- Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions

- Become a product expert for topics ranging through various stages of our customers Sales Cycle and Inventory Stock, and develop creative solutions and workflows that best meet customer needs

- Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases

- Provide comprehensive technical solutioning directly to ServiceTitan's customers to resolve customer issues with high quality and speed.

- Bachelor's degree preferred or equivalent experience in technical support

- An efficient, effective, and resourceful problem-solver with strong critical thinking skills, and troubleshooting abilities

- Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types

- Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment

- Customer-centric mindset, desire to learn, and can-do attitude

- The ability to translate complex technical issues into tangible solutions

- Ability to prioritize, multi-task, and perform effectively under pressure

- Intelligent, self-motivated, quick thinking, and fast learning

- Ability to effectively leverage AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer solutions.

- Foundational understanding of, or strong aptitude to quickly learn, recurring billing structures - Subscriptions, Memberships, and Service Agreements

- Basic Bookkeeping/Accounting Foundation (Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits)

- Exposure to, or genuine interest in, ERP and payroll systems (ADP, NetSuite, SAP, or similar) and Payroll/Time-Tracking fundamentals such as pay structures, timesheet management, and pay calculation

- Strong data literacy and analytical curiosity, with a willingness to develop SQL skills and experience with reporting/BI tools such as Power BI or Tableau

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply.

We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.

ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation, which may change over time. We comply with all applicable minimum wage laws.

For candidates in the United States, the good faith hourly rate estimate for this role is

Zone 1: $21.01 USD - $31.49 USD Applicable for: CA, CT, DC, MD, MA, NJ, NY, VA, and WA

Zone 2: $19.61 USD - $29.42 USD Applicable for: All other US locations.