Technical Support Specialist (FieldRoutes)
Get to know us:
We’re FieldRoutes, one of the most recognized providers of operations software and integrated marketing solutions for the pest control and lawn care service industries. Backed by ServiceTitan, the world’s leading provider of software for field service trades, our cloud-based and mobile solutions make life easier for field service professionals, allowing them to accelerate growth, streamline their operations, increase customer retention, and maximize revenue.
When you join our team, you’ll be bringing your talents to one of the fastest-growing companies in the US with an award-winning culture that’s been recognized by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue so they can better serve their customers and communities. Our partnership with ServiceTitan has enabled us to accelerate investment in our technology and people while maintaining our flexible culture.
Ready to make your career move?
As a Technical Support Specialist, you will be responsible for treating our customers like gold by answering phone calls and emails with high-level attention to detail, an incredibly positive attitude, and high-impact troubleshooting. We are looking for people who are very organized, work well under pressure, and have a keen aptitude for understanding technical concepts quickly. We are also looking for people who are passionate about technology and love working with people. Our company is exploding with growth and we need talented people who are not just looking for a job, but that want to grow with a software startup and leave their mark on the company.
How Will I Know If I Will Be Successful?
You will know that you are a top performer when you are consistently receiving top satisfaction scores from our customers and you have closed a lot of customer challenges. We expect you to become an expert in FieldRoutes and the Pest Control industry, which will help you to interact efficiently and effectively with all of our customers.
What You'll Do:
Act as the first point of contact and provide assistance to end-users for software and mobile applications
You will manage the support ticket queue and documentation
Respond to client questions via phone and email in a professional, courteous, and timely manner
Meet and exceed client satisfaction measures and maintain and exceed KPIs such as response times*
Resolve client questions, requests, and/or feedback with a professional and positive problem-solving attitude
Work with remote end-users to debug issues and provides solutions or escalate issues as determined necessary
Utilize knowledge bases and documentation to debug issues
Collaborate with your co-workers to enhance technical skills, resolve client issues, and improve our processes
Utilize knowledge base and documentation to resolve clients’ issues or concerns
Work with end-users to set expectations on time to resolve more complex issues and follows up with end-users on the status of issues
Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the technical support team
Perform other duties as assigned by management
What You'll Bring:
High School Diploma or GED
Strong verbal and written communication skills
At least 1 year of technical troubleshooting experience in a software environment via phone and email
This is a US-based position and we are not offering sponsorship at this time.
Be Human With Us:
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. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.
What We Offer:
When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:
Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.
Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.
Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.
At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.