Technical Support Specialist - Back Office
On-siteToronto, Ontario, Canada
Job Summary
Act as the first point of contact to assist customers with all aspects of the software via phone, chat, email, and screen-sharing sessions. Become a product expert covering the Sales Cycle and Inventory Stock, developing creative solutions and workflows that meet customer needs. Prevent and de-escalate cases by leveraging the Salesforce Support Console, internal chatbot, and in-depth testing to resolve issues with high quality and speed. Translate complex technical issues into tangible solutions while effectively leveraging AI-powered tools to validate recommendations. This role supports ServiceTitan's mission to transform the trades industry by empowering small business owners. Candidates will work across ServiceTitan, Aspire, FieldRoutes, and Convex, with the final offer specifying the exact vertical team.
Required Qualifications
- 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
- Customer Obsession/Customer Centric Mindset
- Technical judgment
- Learning Agility
- Ability to effectively leverage AI-powered tools while exercising sound judgment to validate recommendations and ensure accurate customer solutions
Desired Qualifications
- Home/Commercial Service Industry knowledge a plus
- Foundational understanding of, or strong aptitude to quickly learn, recurring billing structures — Subscriptions, Memberships, and Service Agreements
- Basic Bookkeeping/Accounting Foundation (Reconciliation, Deferred Revenue, Revenue Recognition, Debits/Credits)
- Exposure to, or genuine interest in, ERP and payroll systems (ADP, NetSuite, SAP, or similar) and Payroll/Time-Tracking fundamentals such as pay structures, timesheet management, and pay calculation
- Strong data literacy and analytical curiosity, with a willingness to develop SQL skills and experience with reporting/BI tools such as Power BI or Tableau
- Proficiency in G-Sheet or Excel Preferred
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