IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- Customer Support Advocate assisting customers with ServiceTitan software through various support tools. Utilizing phone, chat, and email to deliver exceptional customer experiences.
Responsibilities
- Utilize support tools to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions.
- Become a product expert and develop creative solutions and workflows that best meet customer needs.
- Influence product changes by submitting bugs to our developers and ensuring resolution of bug fixes.
- Champion customer needs by sharing feedback and concerns with internal stakeholders.
Requirements
- Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
- Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment.
- Self-motivated and able to master complex software.
- An efficient, effective, and resourceful problem-solver with strong critical thinking skills and troubleshooting abilities.
- Quickbooks/accounting knowledge a plus.
Benefits
- Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career.
- 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.
- Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
- Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, financial planning tools, and more.
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