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Technical Specialists are product SMEs and excellent problem solvers who work to improve the lives of customers and our Titans through their technical expertise and advanced solutioning. They specialize in 1-2 areas of the product and are both customer facing and internal facing. They are expert problem solvers who use their knowledge to solve complex customer and internal questions. Specialists use their extensive product knowledge to triage Jira tickets, create/review technical documentation, and resolve escalations in a timely and high quality manner. They are the product team’s right hand, identifying common problems and collaborating with the product on solutions/new ideas.

As a Customer Support Specialist - Back Office Operations (Communications), you will be a core piece of the support team with strong ties to the related product tribe, influence the company's continued success, and represent the face of ServiceTitan to its customers. The Back Office Operations (Communications) Specialist will act as a unique resource for all of ServiceTitan and be an expert on Telecom/Phones Pro/Legacy Phones. You will have a direct line to this Product tribe and assist them with identifying relevant needs and troubleshooting related issues.

What you'll do:

• Act as a level 4 escalation resource for frontline Titans in Customer Success for Telecom, which includes Phones Pro and legacy Phones

• Minimize customer churn / perceived product gaps by through creative work-arounds, advanced solutioning, and resolving complex escalations

• Guide customers and internal employees in best practices and provide specialized support 

• Act as a company-wide SME, providing expert guidance in your product areas to help solve customer problems and improve our product and customer experience 

• Provide continuous feedback on how we can improve the experience for the customer.

• Partner with Product managers in the Back Office tribe to collaborate on solutions to existing issues

• Identify common problems; create and review tutorials, playbooks, user guides, or other best practice documentation for the Back Office tribe

• Perform bug triage for the Back Office tribe

• Share your product knowledge to level up other Titans 

• Contribute to departmental projects

What you'll bring:

• Bachelors degree; 5 years relevant experience 

• 1.5+ years of demonstrated expertise in ServiceTitan Product subject matter workflow, configuration, and solution design experience 

• Demonstrated proficiency in basic Excel; intermediate Excel and basic SQL preferred

• Expertise in 1-2 ST 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 on 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 Founders Club- open to all Titans. 

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 80% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more. 

• Support for Titans at all stages of life: Parental leave and support, up to $20k in 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.