Technical Support Specialist (Back Office)

Join ServiceTitan, a leading software platform for the trades. As a Technical Support Specialist, you'll be the first point of contact for customers, providing assistance with our software via phone, chat, email, and screen-sharing sessions. You'll become a product expert and develop creative solutions to meet customer needs. This role offers flexible time off, fully paid medical, dental, and vision coverage, and numerous other benefits.

• 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.
• Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.
• Ability to prioritize, multi-task, and perform effectively under pressure
• Foundational understanding of, or strong aptitude to quickly learn, recurring billing structures — Subscriptions, Memberships, and Service Agreements
• 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
• 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
• Proficiency in G-Sheet or Excel Preferred
• Customer Obsession/Customer Centric Mindset
• Bachelor’s degree preferred or equivalent experience in technical support
• The ability to translate complex technical issues into tangible solutions
• Strong communicator in both written and verbal form
• Creative, out-of-the-box solutioning skills
• Customer-centric mindset, desire to learn, and can-do attitude
• Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
• Team player
• Intelligent, self-motivated, quick thinking, and fast learning
• Self-motivated and able to master complex software
• Technical judgment
• Ability to effectively leverage AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer solutions
• Basic Bookkeeping/Accounting Foundation (Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits)
• An efficient, effective, and resourceful problem-solver with strong critical thinking skills, and troubleshooting abilities
• Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment
• Home/Commercial Service Industry knowledge a plus
• Learning Agility
• Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway