Associate Specialist, Front Office

• Act as a tier 3 specialist supporting tier 1 and tier 2 support agents, project managers, and customer success managers as an escalation resource.
• Deescalate customers through expert product knowledge and strong call handling skills
• Provide advanced level 3 troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers and internal CS employees
• Provide comprehensive technical solutioning directly to Service Titan’s customers to resolve customer issues with high quality and speed.
• Function as a subject matter expert within the Front Office Components of Service Titan products/services and continuously remain current in that knowledge.
• 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
• Recognize bugs and behaviors that are unintended, and elevate for specialists to create JIRA bug tickets for developers to triage and resolve.
• Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps.
• Provide guidance to level up Support agent technical knowledge/solutioning skills

• Bachelor’s degree; 2-3 years of customer service or technical support experience
• Minimum of 1 year of demonstrated expertise in Service Titan Product subject matter workflow, configuration, and solution design experience
• Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customers' business needs and workflows.
• Works in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
• Demonstrated proficiency in Excel and/or Google Sheets
• Basic knowledge of SQL preferred
• Strong ability to navigate backend tools such as Fullstory, Dynamic Card Creator (DCC) tools, and chatbots
• Strong proficiency in general Service Titan functionality and a deep level 3+ expertise in your dedicated 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 of 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

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.

We use technology, including automated and AI-assisted tools, to support certain aspects of our recruitment process. These tools are designed to improve efficiency and enhance the candidate experience. AI tools are not used to make hiring decisions; all hiring decisions are made by our hiring teams.

• Flextime, recognition, and support…