Associate Specialist (Front Office)

• 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
• Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers as an escalation resource
• 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 customers to resolve customer issues with high quality and speed
• Function as a subject matter expert within the Front Office Components of 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, internal chatbot, as well as in-depth testing to efficiently resolve cases
• Recognize bugs and behaviors that are unintended, and escalate for specialists to create JIRA bug 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
• Provide guidance to level up Support agent technical knowledge/solutioning skills

Benefits

• Flexible time off
• Fully paid individual medical, dental, and vision coverage
• Access to on-demand services like Ginger, Headspace, One Medical, Galileo, Aaptiv, and more
• Tax free savings via HSA, FSA, and Dependent Care FSA
• 401(k) match
• Medical plan with up to $20,000 in fertility coverage
• Up to 30 weeks of paid leave for birthing parents and up to 16 for non-birthing parents
• Adoption support including reimbursement of up to $20,000
• Bereavement leave for loss of a pregnancy or loved one
• Access to programs for new parents including Maven Maternity, Ready, Set, Food! Wellthy, SNOO Smart Sleeper, and more
• Personal development programs- Strong proficiency in general ServiceTitan functionality and a deep level 3+ expertise in your dedicated product areas
• Basic knowledge of SQL preferred
• Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customers’ business needs and workflows
• An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities
• Strong communicator in both written and verbal form
• Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types
• The ability to translate complex technical issues into tangible solutions
• A clear view of what constitutes top-tier customer support and has demonstrated the ability to execute on that view
• Team player
• Demonstrated proficiency in Excel and/or Google Sheets
• Customer-centric mindset, desire to learn, and can-do attitude
• Works in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
• Bachelor’s degree; 2-3 years of customer service or technical support experience
• Minimum of 1 year of demonstrated expertise in ServiceTitan Product subject matter workflow, configuration, and solution design experience
• Intelligent, self-motivated, quick thinking, and fast learning
• Strong ability to navigate backend tools such as Fullstory, Dynamic Card Creator (DCC) tools, and chatbots
• Demonstrated expertise in troubleshooting and solutioning
• Creative, out-of-the-box solutioning skills
• Ability to prioritize, multi-task, and perform effectively under pressure
• If you have the skills but are hesitant to apply because of your background, apply anyway