Associate Specialist (Front Office)

Join ServiceTitan, a leading SaaS platform for the trades. As an Associate Specialist, you'll be a key member of the Global Support team, providing advanced support for complex inquiries and acting as a subject matter expert for our products and services. You'll work directly with customers, project managers, and customer success managers to deliver high-quality solutions quickly and confidently. Enjoy flexible time off, fully paid medical coverage, and a range of other benefits.

Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers as an escalation resource.

If you have the skills but are hesitant to apply because of your background, apply anyway

Responsibilities

• Provide advanced level 3 troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers and internal CS employees.
• Function as a subject matter expert within the Front Office Components of ServiceTitan products/services and continuously remain current in that knowledge.

Requirements

• Strong proficiency in general ServiceTitan functionality and a deep level 3+ expertise in your dedicated product areas

Basic knowledge of SQL preferred

• Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customers' business needs and workflows
• An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities

Strong communicator in both written and verbal form

• Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
• The ability to translate complex technical issues into tangible solutions
• A clear view of what constitutes top-tier customer support and has demonstrated the ability to execute on that view
• Team player
• Demonstrated proficiency in Excel and/or Google Sheets

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

• Works in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
• 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
• Intelligent, self-motivated, quick thinking, and fast learning
• Strong ability to navigate backend tools such as Fullstory, Dynamic Card Creator (DCC) tools, and chatbots
• Demonstrated expertise in troubleshooting and solutioning
• Creative, out-of-the-box solutioning skills
• Ability to prioritize, multi-task, and perform effectively under pressure