Servicetitan
Cloud‑based SaaS platform powering back‑office, scheduling, dispatch, invoicing and marketing for trades businesses.
Technical Support Specialist - Telecom
Assist customers with software support via phone, chat, email, and screen‑sharing.
Job Highlights
About the Role
As a Customer Support Advocate (CSA), you will be the first point of contact for customers, assisting them via phone, chat, email, and screen‑sharing. You’ll become a product expert, craft creative workflows, and use tools like Salesforce Support Console and internal chatbots to prevent and de‑escalate issues while delivering fast, high‑quality technical solutions. • Serve as first point of contact via phone, chat, email, and screen‑sharing. • Develop deep product knowledge and create creative customer workflows. • Prevent escalations and de‑escalate issues using Salesforce Support Console, internal chatbot, and testing tools. • Provide high‑quality, rapid technical solutions to resolve customer problems. • Join an inclusive workplace that celebrates individuality and supports underrepresented groups.
Key Responsibilities
- ▸first contact
- ▸product expertise
- ▸workflow design
- ▸escalation prevention
- ▸technical solutions
- ▸salesforce console
What You Bring
The role requires a bachelor’s degree or equivalent technical support experience, strong problem‑solving and critical‑thinking skills, and the ability to troubleshoot complex software. Excellent people skills, empathy, patience, confidence, humor, and the ability to communicate clearly both verbally and in writing are essential, along with the capacity to thrive in a feedback‑driven, fast‑changing environment. • Hold a bachelor’s degree or equivalent technical support experience. • Demonstrate strong problem‑solving, critical thinking, and troubleshooting abilities. • Exhibit empathy, patience, confidence, and humor when interacting with diverse personalities. • Thrive in a feedback‑driven, rapidly changing environment while staying level‑headed under pressure. • Communicate clearly in both written and verbal forms; prioritize and multitask effectively. • Possess basic knowledge of SIP, RTP, call‑flow analysis, SMS routing, SMPP, DLRs, carrier filtering, and brand registration (preferred).
Requirements
- ▸bachelor's
- ▸problem solving
- ▸communication
- ▸sip/rtp
- ▸sms routing
- ▸empathy
Benefits
ServiceTitan promotes a human‑first culture that celebrates individuality and diverse perspectives. The company encourages applicants from all backgrounds, especially underrepresented groups, and offers accommodations throughout the hiring process. Employees enjoy flexible work schedules, autonomous projects, extensive learning and development programs, and leadership training. Benefits include company‑paid medical, dental, and vision coverage, RSP matching, employee assistance, generous parental leave, adoption reimbursement up to $20k, on‑demand maternity support, free breast‑milk shipping, and recognition programs such as Bonusly and peer‑nominated awards. Compensation for this Canada‑based role ranges from $19.35 to $26.54 CAD hourly, plus equity, a comprehensive benefits suite, and potential bonuses. Final offers will specify the exact ServiceTitan subsidiary (ServiceTitan, Aspire, FieldRoutes, or Convex) the candidate will support. • Enjoy flexible scheduling with autonomous work and extensive learning and development opportunities. • Receive recognition through Bonusly, peer‑nominated awards, and other incentive programs. • Access comprehensive health benefits (medical, dental, vision) for you and dependents, RSP match, and employee assistance program. • Benefit from parental leave, up to $20k adoption reimbursement, on‑demand maternity support, and free breast‑milk shipping.
Work Environment
Office Full-Time