Customer Support Advocate I

📋 Description

• • As a Customer Support Advocate (CSA) at ServiceTitan, you will be the primary point of contact for our valued customers, ensuring they receive exceptional assistance across multiple communication channels including phone, chat, email, and screen-sharing sessions. Your role is pivotal in guiding small business owners in the trades through their journey with our innovative software, from initial partnership to ongoing success.
• • You will immerse yourself in becoming a ServiceTitan subject matter expert, developing a deep understanding of our platform's capabilities and intricacies. This expertise will empower you to craft creative solutions and design workflows that precisely align with and exceed customer expectations, fostering a seamless and productive user experience.
• • A key responsibility will be to proactively prevent escalations and skillfully de-escalate any challenging customer situations. You will leverage a suite of advanced support tools and resources, including the Salesforce Support Console, internal chatbots, and in-depth testing environments, to efficiently diagnose and resolve customer inquiries with speed and accuracy.
• • You will be tasked with providing comprehensive technical solutioning directly to ServiceTitan’s customers. This involves not only resolving immediate issues but also educating customers on best practices and optimal use of the software to maximize their business outcomes.
• • This role offers a unique opportunity for rapid career growth within the organization. ServiceTitan CSAs have one of the highest rates of internal transfers, demonstrating the diverse career paths available. You will gain invaluable experience in customer relationship management, technical problem-solving, and product expertise, setting a strong foundation for future advancement.
• • You will contribute to building an exceptional customer experience by actively listening to customer feedback, identifying trends, and collaborating with internal teams to drive product improvements and enhance support processes.
• • The ability to translate complex technical challenges into clear, understandable, and actionable solutions for customers is paramount. You will act as a bridge between technical intricacies and practical business needs.
• • You will be expected to master complex software functionalities quickly and efficiently, demonstrating a self-motivated and proactive approach to learning and problem-solving.
• • Maintaining a customer-centric mindset is crucial. This involves a genuine desire to help customers succeed, a commitment to continuous learning, and a positive, can-do attitude in all interactions.
• • You will be an integral part of a feedback-oriented culture, embracing constructive criticism and using it as a tool for professional development. Staying level-headed and composed in a challenging, fast-paced, and rapidly changing environment is essential for success.
• • Your role will involve prioritizing tasks effectively, managing multiple customer interactions simultaneously, and performing under pressure to meet service level agreements and customer satisfaction goals.
• • Strong communication skills, both written and verbal, are vital for clearly articulating solutions, providing instructions, and building rapport with a diverse customer base.
• • As a team player, you will collaborate with colleagues, share knowledge, and contribute to a supportive and productive team environment, fostering a collective commitment to customer success.
• • You will be encouraged to think creatively and outside the box, identifying innovative approaches to problem-solving and customer engagement.
• • While not strictly required, knowledge of the Home/Commercial Service Industry is a significant advantage, allowing for a deeper understanding of customer contexts and challenges.
• • A basic understanding of SIP (Session Initiation Protocol), RTP, and call flow analysis, as well as familiarity with SMS routing, SMPP, delivery receipts (DLRs), and carrier filtering, including the Brand Registration process, are preferred qualifications that will enhance your effectiveness in this role.
• • You will be instrumental in ensuring customer satisfaction and retention by providing timely, accurate, and empathetic support, ultimately contributing to ServiceTitan's reputation as a leader in the industry.