We accompany our customers every step of the way from the moment they partner with us to the end of their journey. We bring passion to what we do every day because what we do matters to real people. We work in a collaborative environment to ensure we deliver an exceptional customer experience. We provide solutions that build relationships that go far beyond a business partnership. We are a group of ambitious, intelligent, hard-working, and fun people. If you are passionate about helping real hard working people, love technology, aren't afraid of a challenge or two, and have a desire to push yourself to your maximum potential, our Support team is where you belong.
As a Customer Support Advocate you will become an important member of the Customer Support team, influence the company's continued success, and represent ServicePro to its customers. You will be required to deal with customers from all over the world to resolve issues with the software and ensure that through optimum use of our software we help our customers grow their business.
ServicePro™, a ServiceTitan™ Company, is a rapidly growing software organization looking for dedicated technical customer support advocates to support our dynamic software for the Pest, Lawn & Arbor service industry.
As a Customer Support Advocate (Support Technician), you will:
Assist customers with all aspects of our software via phone, email and screen-sharing sessions, with a primary focus on customer satisfaction
Become a ServicePro product expert and help both customers and coworkers succeed via knowledge sharing and identifying creative solutions to unique workflow needs
Utilize Support tools such as the Zendesk to efficiently deliver a best in class customer experience
Work closely with a diverse remote team to provide superior quality technical troubleshooting, training and support
Troubleshoot and escalate issues to our technical teams. Act as the primary contact for clients from ticket creation through resolution
Champion customer needs internally by providing feedback and communicating customer needs to internal stakeholders
To be successful in this role, you'll need:
1+ yrs experience in a competitive, cutting-edge environment of software support - preferred
Capable of efficiently learning and using complex software as well as teaching aspects of that software to others
Have IT software experience and/or background SQL and Data proficient - preferred
Be a natural problem solver and are passionate about resolving issues and ensuring customer satisfaction (our team connects with customers via phone and email support)
Be self-motivated, a self-starter and able to work on his/her own
Able to multitask and work under pressure
He or she must be of graduate caliber, have at least one industry qualification and be able to prove an outstanding support track record.
Able to work US office hours, Mon - Friday
Given this is a 100% remote position, candidate is expected to have a quiet place to work since most interactions will be over the phone (some email/chat)