Associate Specialist, Executive Escalations & Premium Support

Ready to be a Titan?

Associate Specialists are key members of the Global Support team, acting as subject matter experts for ServiceTitan’s products/services and customers and providing advanced support for issues that cannot be resolved by frontline Customer Success members. An Associate Specialist specializes in a product area and has strong generalized product knowledge across a complex SaaS-based platform. They have a holistic understanding of how the various product areas work together. Associate Specialists work directly with customers, CSA Is, CSA IIs, Project Managers, and CSMs to help them find the most accurate answers to complex inquiries. As a lead contributor on the Technical Solutions and Specialists team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, advanced problem solving, and regularly partnering with Specialists and leadership.

What you'll do:

• Act as a Tier 3 Specialist supporting Tier 1 and Tier 2 Support Agents, Project Managers, and Customer Success Managers
• Specialize in Telecom and function as a subject matter expert on all ServiceTitan products/services
• Provide advanced level 3 troubleshooting and advanced workflow solutions to resolve technical issues quickly and confidently for customers and internal CS employees
• Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing Knowledge Base articles or other known troubleshooting steps
• Prevent escalations by leveraging support tools and resources such as the Salesforce Support Console, Universal Search, Confluence, and Slack, as well as in-depth testing to resolve cases efficiently
• Deescalate customers through expert product knowledge and strong call handling skills
• Recognize unintended bugs and behaviors and recommend escalation paths for Specialists to create JIRA tickets for developers to triage and resolve
• Provide guidance to level up Support Agents’ technical knowledge/solutioning skills
• Assist in managing emergency protocol and incidents that impact the user experience

What you'll bring:

•  2-3 years of customer service or technical support experience
• 1+ years of demonstrated expertise in ServiceTitan Product subject matter workflow, configuration, and solution design experience
• Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customer's business needs and workflows.
• Ability to work in a high-paced, customer-facing environment with varied/extended hours of operation that include weekends and holidays as needed
• Deep level 3+ expertise in all ServiceTitan product areas, including Accounting
• Demonstrated expertise in troubleshooting and solutioning
• Customer-centric mindset, desire to learn, and can-do attitude

Preferred

• Bachelor’s degree
• Proficiency in Excel or GSheets, SQL, Kibana, Fullstory, and integrated platforms (Quickbooks, Dialpad, Yext, Azuga, etc)

When you will work: Mon-Fri 5:30Pm - 2:30Am (Armenia)

 

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. 

Use of AI Technology:

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.

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 more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (available to employees and their dependents day 1), parent and siblings’ insurance, wellness benefit, office massage, etc.

• Support for Titans at all stages of life: Parental leave and support, financial planning tools, Employee Assistance Program services, 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.