Application Support Analyst managing incidents and service requests for group savings and retirement systems. Collaborating with IT experts to optimize support practices and enhance operational continuity.
About the role
- Technical Support Specialist providing support for financial workflows and accounting processes using ServiceTitan software. Assisting customers via multiple communication channels with a focus on empathy and problem-solving.
Responsibilities
- Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions.
- Master the financial modules of ServiceTitan, including invoicing, accounts receivable, job costing, and more to provide expert guidance and creative solutions.
- Troubleshoot and resolve issues related to accounting integrations, such as with QuickBooks, Sage Intacct, and other platforms.
- Guide customers on accounting best practices within our software, including chart of accounts setup, financial reporting, and month-end closing procedures.
- Prevent escalations and de-escalate customers by leveraging support tools and in-depth testing to efficiently resolve complex financial workflow cases.
Requirements
- Bachelor’s degree preferred, or equivalent experience in technical support or an accounting-related role.
- An efficient, effective, and resourceful problem-solver with strong critical thinking and troubleshooting abilities.
- Excellent people skills: must be empathetic, patient, and able to translate complex financial and technical concepts into simple terms.
- Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment.
- Strong communicator in both written and verbal form.
- Customer-centric mindset, desire to learn, and a can-do attitude.
- A solid understanding of core accounting principles (e.g., debits/credits, accrual vs. cash basis, general ledger, P&L, balance sheets).
- Hands-on experience with accounting software like QuickBooks (Desktop or Online), Sage, or similar platforms highly preferred.
- Proficiency in spreadsheet software (Google Sheets or Microsoft Excel) for data analysis and reporting.
- Strong mathematical and analytical aptitude.
- Knowledge of the home/commercial service industry is a plus.
- Comfortable with working remotely, at a desk (sitting or standing) for 6-8 hours at a time.
Benefits
- 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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