Customer Support Advocate
Ready to be a Titan?
We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We work in a collaborative environment to ensure we deliver an exceptional customer experience. We provide solutions that build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our CS team is where you belong.
As a Customer Support Advocate you will become an important member of the Customer Support team, influence the company's continued success, and represent ServiceTitan to its customers.
What You’ll Do:
Assist customers with all aspects of our software via phone, chat, email and screen-sharing sessions, with a primary focus on customer satisfaction
Become a ServiceTitan product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
Utilize Support tools such as the Salesforce Support Console to efficiently deliver a world class customer experience
Work closely with a diverse team to provide superior quality technical and maintain a positive environment
Troubleshoot and submit bugs to our developers and act as the primary driver from bug ticket creation through resolution
Champion customer needs internally by providing feedback and communicating customer needs to internal stakeholders
The earliest start of the shift is 3pm, and the latest shift finishes at 2am
What You'll Bring:
Bachelor's degree or 2+ years of relevant experience
Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
Ability to understand and express complex ideas, abstract topics, including some technical discussions in English (Strong B2 level)
Strong communicator in both written and verbal form
A clear view on what constitutes top tier customer support and capable of executing on that view
Ability to work smoothly within a team and understands that we succeed or fail together
Ability to thrive in a culture of feedback
Self-motivated to master a complex software and learn new technologies on the fly
Capable of efficiently learning and using complex software as well as teaching aspects of that software to others
An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities
Intelligent, self-motivated, quick thinking, and fast learning
Keeps a cool head and maintains organization and attention to detail while multitasking in a challenging, fast-paced environment
Quickbooks/accounting knowledge a plus.
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 (available to employees and their dependents day 1), parent and siblings’ insurance, pet insurance, wellness benefit, office massage, etc.
Support for Titans at all stages of life: Parental leave and support, on demand maternity support through Maven Maternity, financial planning tools, Employee Assistance Program services, 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.