Associate Specialist, ServiceTitan
Front Office
$25.91 USD - $41.59 USD p/hr + Equity + Bonus
All-in-one operating platform for trades
Be an early applicant
All-in-one operating platform for trades
1001+ employees
Be an early applicant
$25.91 USD - $41.59 USD p/hr + Equity + Bonus
1001+ employees
Company mission
To be the world's most impactful vertical SaaS company.
Role
Who you are
- Bachelor’s degree; 2-3 years of customer service or technical support experience
- Minimum of 1 year 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 customers' business needs and workflows
- Works in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
- Demonstrated proficiency in Excel and/or Google Sheets
- Basic knowledge of SQL preferred
- Strong ability to navigate backend tools such as Fullstory, Dynamic Card Creator (DCC) tools, and chatbots
- Strong proficiency in general ServiceTitan functionality and a deep level 3+ expertise in your dedicated product areas
- Demonstrated expertise in troubleshooting and solutioning
- Customer-centric mindset, desire to learn, and can-do attitude
- Creative, out-of-the-box solutioning skills
- The ability to translate complex technical issues into tangible solutions
- Ability to prioritize, multi-task, and perform effectively under pressure
- Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
- Strong communicator in both written and verbal form
- A clear view of what constitutes top-tier customer support and has demonstrated the ability to execute on that view
- Team player
- An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities
- Intelligent, self-motivated, quick thinking, and fast learning
- If you have the skills but are hesitant to apply because of your background, apply anyway
What the job involves
- 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
- The Associate Specialist is an expert generalist who possesses strong product knowledge across a complex SaaS-based platform and has a holistic understanding of how the various product areas work together
- They work directly with customers, CSAIs, CSAIIs, Project Managers, and CSMs to help them find the most accurate answers to complex inquiries
- As a lead contributor on the Technical Solutions and Strategist 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
- Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers as an escalation resource
- Deescalate customers through expert product knowledge and strong call handling skills
- Provide advanced level 3 troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers and internal CS employees
- Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed
- Function as a subject matter expert within the Front Office Components of ServiceTitan products/services and continuously remain current in that knowledge
- 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
- Recognize bugs and behaviors that are unintended, and escalate for specialists to create JIRA bug tickets for developers to triage and resolve
- Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps
- Provide guidance to level up Support agent technical knowledge/solutioning skills
Our take
In the US, there's been a booming demand for home-service businesses, yet historically many of these trades were running with outdated software systems. That's where ServiceTitan comes in. Founded by friends who grew up around the trades, the company saw a clear gap and set out to give contractors the modern platform they desperately needed.
ServiceTitan's platform is designed specifically for the trades and brings together everything a contractor might need, in one handy system. By focusing on what trade-business owners actually need, it helps turn chaos into structure, giving visibility into operations, so owners can ultimately run their business better.
Now, ServiceTitan serves more than 11,800 trade customers and reported more than $10,000 in annualized billings and processes a huge volume of jobs on its platform. With a market that's still under-served by technology and a platform built to scale, the company is ready to grow even further.
Steph
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2022
$365m
SERIES H
Jul 2021
$200m
SERIES G
Total funding: $1.5bn
Company benefits
- Flexible time off
- Fully paid individual medical, dental, and vision coverage
- Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
- Tax free savings via HSA, FSA, and Dependent Care FSA
- 401(k) match
- Personal development programs
- Medical plan with up to $20,000 in fertility coverage
- Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
- Adoption support including reimbursement of up to $20,000
- Bereavement leave for loss of a pregnancy or loved one
- Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
Company HQ
Downtown, Glendale, CA
Leadership
Ara Mahdessian
(Co-Founder & CEO)They studied Management and Computer Science at Stanford University, before co-founding ServiceTitan with Vahe in January 2013. They have served since then as CEO.
Vahe Kuzoyan
(Co-Founder & President)Having studied Computer Science at the University of Southern California, they co-founded ServiceTitan in January 2013, serving as the president since.
Share this job
View 36 more jobs at ServiceTitan