Support Technician - Contractor

| Remote

Customer Support Technician (Contract)
As a Customer Support Technician (Contract) you will support the Customer Support team, influence the company's continued success, and represent ServicePro to its customers. You will be required to deal with customers from all over the world to resolve issues with the software and ensure that through optimum use of our software we help our customers grow their business.
We’re looking for dedicated technical customer support advocates to support our dynamic software for the Pest, Lawn & Arbor service industry.
This role is 100% Remote and available to candidates in Mexico & Macedonia

 As a Support Technician (Contract) you will: 

  • Assist customers with all aspects of our software via phone, email and screen-sharing sessions, with a primary focus on customer satisfaction
  • Become a product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
  • Utilize Support tools such as the Zendesk to efficiently deliver a best in class customer experience
  • Work closely with a diverse remote team to provide superior quality technical troubleshooting, training and support 
  • Troubleshoot and escalate issues to our technical teams. Act as the primary contact for clients from ticket creation through resolution
  • Champion customer needs internally by providing feedback and communicating customer needs to internal stakeholders

To be successful in this role, you will:

  • 1+ yrs experience in a competitive, cutting-edge environment of software support - preferred
  • Capable of efficiently learning and using complex software as well as teaching aspects of that software to others
  • Have IT software experience and/or background SQL and Data proficient - preferred 
  • Be a natural problem solver and are passionate about resolving issues and ensuring customer satisfaction (our team connects with customers via phone and email support)
  • Be self-motivated, a self-starter and able to work on his/her own 
  • Able to multitask and work under pressure 
  • Be of graduate caliber, have at least one industry qualification and be able to prove an outstanding support track record - preferred
  • Able to work US office hours, Mon - Friday (8:00am - 5:00pm EST)
  • Have a home office or a quiet place to work 
  • MUST speak native English, Speaking and Writing (It is the most important requirement. An additional language will be to your advantage but not required) if you do not fill this requirement please don’t apply.

Preferred Languages:

  • French
  • Arabic

 *PLUS other Languages*

  • Portuguese 
  • Egyptian
  • Chinese
  • Dutch

This offer is for home base agents and you will be required to have the following:

Minimum Requirements:

  • OS: Windows 8 or newer
  • CPU: Intel Core i3 with Hyper-threading -Or- Intel Core i5 -Or- Equivalent performance from other manufacturers
  • RAM: DDR3 at least 8Gb
  • Storage: At least 200Gb total free capacity. (SSD not required)
  • Network Bandwidth: 10Mb download & 2 Mb upload.
  • Network Connection: Ethernet only if accepting customer calls -else- Wi-Fi acceptable

Recommended Specifications for optimum performance:

  • OS: Windows 10
  • CPU: Intel Core i5 or better -Or- Equivalent performance from other manufacturers
  • RAM: 8Gb+ DDR4
  • Storage: At least 200Gb total free capacity. (OS on SSD recommended)
  • Network Bandwidth: +10Mb download & 5 Mb upload.
  • Network Connection: Ethernet at all times during work hours.

     

About ServiceTitan

ServiceTitan is the world’s leading and fastest-growing software technology platform for the trades, a trillion-dollar global industry. We help small business entrepreneurs run and grow their businesses. For more information about ServiceTitan, visit www.ServiceTitan.com.

Perks & Benefits

1. Work/Life Balance: flexible work schedule, flexible PTO

2. Family-Friendly Benefits: extended parental leave, pregnancy support, 20k in adoption reimbursement, Snoo Smart Sleeper, back-up childcare credits, legal benefit, discounted pet insurance

3. Enrichment: ongoing learning culture with access to Linkedin Learning and professional development workshops, diversity charter groups, orientation program, career pathing opportunities, mentorship programs

4. Health & Wellness: company-paid medical/vision/dental/life insurance/disability, employer HSA contribution, free One Medical membership, care coordination support, 401(k) with company match, stipend for home office equipment/supplies, gym discounts, monthly cell phone stipend

Equal Opportunity Employer

ServiceTitan does 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. At ServiceTitan, our mission is to help our Titans and customers achieve the extraordinary. We are an equal opportunity employer and we celebrate the diversity that each Titan brings to the table. We believe that the convergence of fresh, unique perspectives and experiences from all walks of life is what makes our product and culture so great - and there's always room for more.

Life at ServiceTitan www.themuse.com/profiles/servicetitan | www.builtinla.com/company/servicetitan

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

801 N Brand Blvd , Glendale, CA 91203

An Insider's view of ServiceTitan

How do you collaborate with other teams in the company?

I usually prefer communicating and collaborating via slack or emails, but if I am looking for a rapid solution then I would walk over to them.

Dave Avetikyan

Data Engineer

What are some things you learned at the company?

I've been part of teams throughout my career, but here at ServiceTitan I've had a chance to collaborate in full with my colleagues. I've also learned new things about being accountable to your teammates, the power that transparency has in keeping teams together, and the benefits of being open and candid.

Jason Mulero

Senior Learning & Development Specialist

What makes someone successful on your team?

Empathy, determination, and resourcefulness!

You're the main point of contact for a complex, detail-oriented implementation schedule that has concurrent timelines and moving parts. You need to be cool and collected in the face of high-stress situations, all while delivering an excellent customer experience.

Kathy Chang Sercu

Sr. Manager, Enterprise Implementation

What are ServiceTitan Perks + Benefits

ServiceTitan Benefits Overview

We are committed to supporting our Titans through different stages of life.

Young and early in your career? You are going to love our 401(k) employer match, pet insurance, financial planner access, and that we pay 100% for your health, dental, and vision insurance.

Looking to grow your family? We got you covered with benefits ranging from adoption assistance up to $20,000, a 6-month smart bassinet rental, an allergy prevention program for babies, and paternal leave of 100% pay for up to 16 weeks (in addition to any disability or state paid family leave!).

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
ServiceTitan's incredibly generous health plan covers 100% of the cost and 80% for dependents.
Life Insurance
Pet Insurance
ServiceTitan offers Pet Insurance to our Titan pets.
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
ServiceTitan provides employees with a 401(k) matching plan. We match 6% of contributions up to 3% of an employee's annual gross pay.
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
In addition to disability and state paid family leave, ServiceTitan offers 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Flexible Work Schedule
Remote Work Program
Variable dependent on role.
Family Medical Leave
Adoption Assistance
We reimburse up to $20,000 for eligible adoption expenses and offer 16-weeks of parental leave for the primary caregiver and 8-weeks of parental leave for the non-primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
ServiceTitan sponsors family oriented events multiple times per year.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Aside from our annual summer picnic and holiday party, we always make time to have happy hour with the team. In addition, we value team building, so we often take team offsites.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

Additional Perks + Benefits

We really listen to the feedback of our employees and want to make sure that each perk is thought out and mindful for everyone.

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