Associate Specialist, Executive Escalations & Premium Support

Responsibilities

• 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

Languages

Required

• 2-3 years of customer service or technical support experience
• Customer Support Advocate II experience or equivalent knowledge that demonstrates a clear understanding of our customer's business needs and workflows.
• Deep level 3+ expertise in all ServiceTitan product areas, including Accounting
• Demonstrated expertise in troubleshooting and solutioning
• Proficiency in Excel or GSheets, SQL, Kibana, Fullstory, and integrated platforms (Quickbooks, Dialpad, Yext, Azuga, etc)

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