Technical Support Specialist - Mobile and… at ServiceTitan · Remote

Summary: ServiceTitan is a company that supports small business owners in the trades by providing exceptional customer service and technology solutions. As a Technical Support Specialist, you will assist customers with software-related issues, develop solutions to meet their needs, and ensure a high-quality customer experience. 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 Required Qualifications: - 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 Preferred Qualifications: - Bachelor's degree preferred or equivalent experience in technical support - Home/Commercial Service Industry knowledge a plus - Preferred experience in troubleshooting iOS and Android app issues, including crashes, performance problems, and connectivity errors - Troubleshoot user access issues, authentication failures (SSO, MFA), and permission-related errors preferred - Experience in diagnosing fleet tracking issues, GPS inaccuracies, and real-time vehicle monitoring errors with 3rd party hardware/software preferred Required Skills: Technical support experience, Troubleshooting skills, Customer-centric mindset Important Skills: iOS troubleshooting, Android troubleshooting, Salesforce Support Console Nice-to-Have Skills: Home/Commercial Service knowledge, Creative solutioning, Critical thinking, Communication skills, Team player, Problem-solving, Fast learning Benefits: Flexible time off with ample learning and development opportunities to continue growing your career., Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, 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