Associate Specialists are key members of the Global Support team, acting as subject matter experts for ServiceTitan’s products/services and customers, and providing advanced support for issues that cannot be resolved by frontline Customer Success members. The Associate Specialist is an expert generalist who possesses strong product knowledge across a complex SaaS-based platform and has a holistic understanding of how the various product areas work together. They work directly with customers, CSAIs, CSAIIs, Project Managers, and CSMs to help them find the most accurate answers to complex inquiries. As a lead contributor on the Technical Solutions and Strategist team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, advanced problem solving, and regularly partnering with specialists and leadership.
What you’ll do:Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers.
Deescalate customers through expert product knowledge and strong call handling skills
Provide advanced level 3 troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers and internal CS employees
Provide comprehensive technical solutioning directly to ServiceTitan’s premium customers to resolve customer issues with high quality and speed.
Function as a subject matter expert on all ServiceTitan products/services and continuously remain current in that knowledge.
Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, universal search, and Slack, as well as in-depth testing to efficiently resolves cases
Recognize bugs and behaviors that are unintended, and recommend escalation paths for specialists to create JIRA tickets for developers to triage and resolve.
Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps.
Assist in managing emergency protocol and incidents that impact the user experience
Provide guidance to level up Support agent technical knowledge/solutioning skills
Bachelor’s degree; 2-3 years of customer service or technical support experience
Computer Science background preferred
Works in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
Demonstrated proficiency in Excel
Basic knowledge of SQL preferred
Familiarity with Atlassian products(Jira)
Kibana and Postman knowledge preferred
Telecom knowledge preferred
Demonstrated expertise in troubleshooting and solutioning
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
Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
Strong communicator in both written and verbal form
A clear view of what constitutes top-tier customer support and has demonstrated the ability to execute on that view
Team player
An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities
Intelligent, self-motivated, quick thinking, and fast learning
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 One Medical.
Support for Titans at all stages of life: Parental leave and support, up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and 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.
ServiceTitan is committed to fair and equitable compensation for all of our employees. We thoughtfully consider a wide range of factors when determining individual compensation.The expected hourly rate for this role for candidates residing in the United States is between $25.67 USD - $34.33 USD. Compensation for candidates residing outside the United States will vary by location and the specific salary range will be discussed during the hiring process. Actual compensation for an individual may vary depending on skills, performance over time, qualifications, experience, and location. In addition to the base salary, the total compensation package also includes an annual bonus, equity and a holistic suite of benefits.Top Skills
What We Do
ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses and aim to democratize the power of technology. The trades industry approaches $800B in North America alone and was significantly underserved by traditional software industry leaders prior to ServiceTitan’s entrance to the market.
Today, ServiceTitan powers the businesses of more than 5,000 customers, is backed by the world’s leading venture capitalists, and continues to target triple-digit growth annually. ServiceTitan unlocks for small business, the tools and support that big business has enjoyed for decades; helping everyday entrepreneurs run and grow their businesses so they can build better lives for themselves and their families.
Why Work With Us
Not only do we change the lives of our customers, but we strive to create an environment full of opportunities that will change the lives of our employees. We are committed to giving extraordinary talent, extraordinary opportunity, and we prioritize investing in Titans, through a suite of benefits, learning and growth opportunities, and more.
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