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

Ready to be a Titan?

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.

 What You'll Do:

• 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

What You'll Bring:

• 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.

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.