Technical Support Specialist at ServiceTrade in Durham, NC

Position Description:

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth.

We’re looking for a Customer Support Specialist who’s excited to make an impact. In this role, you will collaborate with our innovative team to deliver impactful solutions, ensuring our customers receive timely, effective resolutions as their first point of contact. Your efforts will directly contribute to shaping the customer experience and driving the success of our services.

Why ServiceTrade:

You’ll belong here from the start.

We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves.

On the Customer Support team, you’ll have the opportunity to empower our customers to get the most out of their investment!

About You:

You're a strategic thinker and creative problem-solver who genuinely cares about the people on the other end of every interaction. You bring empathy and ownership to tough conversations, and you see issues through to resolution — not just pass them along. You pick up product knowledge quickly, and when you spot a pattern, you bring ideas to the team that make the next problems easier to solve.

Key Responsibilities and Activities:

• Customer Resolution & Queue Management: Spend approximately 90% of your time doing high-quality, queue-based work. Resolve product or service problems across multiple communication streams (email, help desk tickets, chat, web sessions, and phone calls). Maintain the help desk ticketing system, proactively following up on all tickets in your queue to ensure resolution times meet customer SLAs. You will leverage a variety of tools to assist customers including AI tools, error logs, and API console tools.
• Troubleshooting & Escalation: Utilize a firm grasp of troubleshooting fundamentals to clarify customer complaints and determine the root cause. When issues require deeper technical intervention, draft clear, required-standard escalations to the next level of support.
• Product Knowledge & Enablement: Develop an incredibly strong working knowledge of the ServiceTrade platform and its integrated products to interpret customer requests accurately. Guide customers through best practice questions, referencing AI-tool generated content, knowledge base content and customer-facing training. Contribute to internal queues (e.g., Help Center backlog, #support-general channel) to document support issues and assist in creating application troubleshooting usage guides.
• Team Collaboration & Ownership: Engage with your team mates in small group learning sessions, showing respect for each other's time. Take ownership of processes or projects that impact your immediate group, proposing scalable solutions to team challenges. Actively contribute to the team by training new hires in specific areas, facilitating portions of practice meetings, and sharing best practices.

Knowledge and Skills:

• A minimum of 1 year SaaS experience or 2-3 years technical customer support experience.
• Excellent spoken and written communication skills, with a focus on consistent empathy, professionalism, and clarity.
• Strong organizational skills and the ability to listen, analyze information, multi-task, and meet project deadlines.
• An entrepreneurial mindset—someone who takes initiative on what's needed to help both the customer and the team.
• Experience with various operational software include Google Suite, Slack, Jira and Wrangle.
• Experience with Zendesk or comparable CRM systems.
• (Preferred) Familiarity with a variety of AI tools including Notion, Claude, & Gemini.
• (Preferred) Experience scripting or programming with APIs and an understanding of relational databases.

Work Environment:

• Hours: 8:00 AM - 5:00 PM EST.
• Location: This is a remote position requiring travel several times per year to our headquarters or to customer sites.

A few things you’ll want to know:

What does ServiceTrade do?

ServiceTrade is a best-in-class field service management platform that helps commercial fire protection and mechanical service contractors build efficient and growing businesses. With more than a decade of innovation and 1500 customers, ServiceTrade streamlines operations from the field to the office, boosts technician productivity, and enhances the end-customer experience.

Ok, so why should I care about that?

Our customers do essential work — often behind the scenes — and our software helps them do it better. They’re smart, hardworking people, and we take pride in helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers. When you work at ServiceTrade, your impact extends beyond our walls, supporting communities and markets you might never have thought about — and making work that truly matters every day.

What kind of working environment do you have?

We’re a growing business focused on building with intention and operating with purpose. You’ll have meaningful responsibility and the trust to do your best work from the start. We encourage calculated risks and bold experimentation, while providing opportunities to learn, grow, and turn today’s lessons into tomorrow’s breakthroughs—all in service of big ambitions and real customer impact.

Learn more about our culture and values on our About Us page.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions Dental and Vision through Unum
• Flexible Spending Account and Dependant Care Account
• Company-paid Life insurance, STD and LTD
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance
• 401(k) with up to 3% employer match and NO vesting period
• Flexible PTO policy
• 10 company holidays
• Parental Leave
• Paid Time Off for Volunteering
• Employee Reimbursement Program to use for well-being, technology and/or professional development

Want to know more?

Go ahead and apply! Let’s get to know each other.

#LI-Remote

ServiceTrade is not registered to hire in all 50 states. You must reside in one of the states listed to be considered.

(AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)

EEO Statement: ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Please Be Aware of Recruiting Scams

To protect yourself against the increasing number of recruiting scams, please make sure that you are communicating with ServiceTrade. We communicate through our corporate websiteservicetrade.com, through corporate emails utilizing our domain name of @servicetrade.com, and through servicetrade.greenhouse.io. Be vigilant when checking domains because imitators often make very small changes to trick the eye. Additionally, please know that ServiceTrade does not use text messaging or public messaging platforms, such as Telegram or Whatsapp, to make initial contact with candidates and ServiceTrade will never ask an employment candidate for financial information or for payment of any kind.