[Hiring] Associate Specialist, Front Office @ServiceTitan

Role Description

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.

Qualifications

• 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.
• Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customers' business needs and workflows.
• 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 and/or Google Sheets.
• Basic knowledge of SQL preferred.
• Strong ability to navigate backend tools such as Fullstory, Dynamic Card Creator (DCC) tools, and chatbots.
• Strong proficiency in general ServiceTitan functionality and a deep level 3+ expertise in your dedicated product areas.
• 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.

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 (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to One Medical.
• 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.