Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions.
Become a product expert and develop creative solutions and workflows that best meet customer needs.
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.
Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

Bachelor’s degree preferred or equivalent experience in technical support.
An efficient, effective, and resourceful problem-solver with strong critical thinking skills, and troubleshooting abilities.
Excellent people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
Ability to thrive in a feedback-oriented culture and stay level-headed in a challenging, rapidly changing environment.
Self-motivated and able to master complex software.
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.
Strong communicator in both written and verbal form.
Team player.
Intelligent, self-motivated, quick thinking, and fast learning.
Home/Commercial Service Industry knowledge a plus.
Basic understanding of SIP (Session Initiation Protocol), RTP and call flow analysis preferred.
Understanding of SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering.
Brand Registration process preferred.

Flexible time off with ample learning and development opportunities to continue growing your career.
Comprehensive onboarding program.
Leadership training for Titans at all levels.
Health and wellness benefits including company-paid medical, dental, and vision.
401k match and telehealth options including memberships to One Medical.
Parental leave and support.
Up to $20k in fertility services (i.e. IUI and IVF), surrogacy, and 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.

Customer Support Advocate

Key skills