Technical Support Specialist - Telecom

We accompany our customers every step of the way, from the moment they partner with us, to the end of their journey. We work hard and like to have fun along the way. If you’re excited about helping small business owners in the trades, love technology, and aren't afraid of a challenge or two, our customer support team is where you belong.

As a Customer Support Advocate (CSA), you’ll have the opportunity to become a Service Titan subject matter expert and quickly grow your career in meaningful ways. Our CSAs have the highest rate of internal transfers across the organization. The opportunities to build an exceptional customer experience and make an impact are endless.
**** What You'll Do:
***** 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 Service Titan’s customers to resolve customer issues with high quality and speed.
**** What You'll Bring:
***** 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.
** 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.
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* 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 for you and your dependents, RSP match, and an employee assistance program.
* ** 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, financial planning tools, and more.
** Our Commitment to Inclusion:
** At Service Titan, 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…