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
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 Found on 1752vc Careers, the job board for startup and VC roles.
What they're looking for
- 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
More about this role
Ready to be a Titan?
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...
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