Our all-in-one software is built for home and commercial contractors to keep all their service visits and construction projects running smoothly. Backed by Battery, Bessemer and Index.
About the role
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. An Associate Specialist specializes in a product area and has strong generalized product knowledge across a complex SaaS-based platform. They have a holistic understanding of how the various product areas work together. Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- Act as a Tier 3 Specialist supporting Tier 1 and Tier 2 Support Agents, Project Managers, and Customer Success Managers
- Specialize in Telecom and function as a subject matter expert on all ServiceTitan products/services
- Provide advanced level 3 troubleshooting and advanced workflow solutions to resolve technical issues quickly and confidently for customers and internal CS employees
- Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing Knowledge Base articles or other known troubleshooting steps
- Prevent escalations by leveraging support tools and resources such as the Salesforce Support Console, Universal Search, Confluence, and Slack, as well as in-depth testing to resolve cases efficiently
- Deescalate customers through expert product knowledge and strong call handling skills
More about this role
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. An Associate Specialist specializes in a product area and has strong generalized product knowledge across a complex SaaS-based platform. They have a holistic understanding of how the various product areas work together. Associate Specialists work directly with customers, CSA Is, CSA IIs, Project Managers, and CSMs to help them find the most accurate answers to complex inquiries. As a lead contributor on the Technical Solutions and Specialists 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
- Specialize in Telecom and function as a subject matter expert on all ServiceTitan products/services
- Provide advanced level 3 troubleshooting and advanced workflow solutions...
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