About the role

Customer Support Advocate assisting with software for small businesses in trades. Responsibilities include resolving inquiries and providing technical solutions via various communication methods.

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
Become a product expert and develop creative solutions and workflows that best meet customer needs
Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases
Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

Bachelor’s degree preferred or equivalent experience in technical support
An efficient, effective, and resourceful problem-solver with strong critical thinking skills, and troubleshooting abilities
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
Customer-centric mindset, desire to learn, and can-do attitude
Creative, out-of-the-box solutioning skills
The ability to translate complex technical issues into tangible solutions
Ability to prioritize, multi-task, and perform effectively under pressure
Strong communicator in both written and verbal form
Team player
Intelligent, self-motivated, quick thinking, and fast learning
Home/Commercial Service Industry knowledge a plus
Basic understanding of SIP (Session Initiation Protocol), RTP and call flow analysis preferred.
Understanding of SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering. Brand Registration process preferred.

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.
Holistic health and wellness benefits: Company-paid medical, dental, and vision for you and your dependents, RSP match, and an employee assistance program.
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, financial planning tools, and more.