Associate Specialist, Executive & Premium Support

Responsibilities

• Work closely with Premium customers to offer a white glove experience to their unique workflows
• They work closely with our customers to understand the pain points they're experiencing and solution to find ways to resolve those concerns. Additionally, identify areas of opportunity to add value and improve the customer's experience as the escalation is resolved.
• Minimize customer churn / perceived product gaps through advanced solutioning and resolving complex escalations.
• Deescalate customers through white glove service and expert product knowledge.
• Provide advanced troubleshooting and advanced workflow solutioning to resolve technical issues quickly and confidently for customers.
• Provide white glove case management and escalation resolution to members of the Executive Team
• Communicate & coordinate with cross-functional partners across the organization to ensure resolutions for the customer.
• Communicate consistently and professionally with both the customer and the key stakeholders (Executives) by providing updates and additional support as needed.
• Function as a subject matter expert on all ServiceTitan products/services and continuously remain current in that knowledge.
• Follow the outlined Executive Escalation and Premium Workflows to their entirety and owning the case through and through
• Honoring ServiceTitan's ServicePledge. Demonstrate clear ownership by being the single point of contact for all escalations and addressing challenging customer feedback.
• Check in regularly on all cases and provide updates; including "no update" updates, to ensure the executive and customer are apprised of all changes as they become available.
• Display partnership in analyzing data collected from escalations that come in to the team's queue. Participate in weekly meetings and display a 'be a dream team' mentality in assisting their peer LTE Associates with their escalations.

Requirements

• Customer Support Advocate Level 2 or above
• Demonstrates a clear understanding of our customers' business needs and workflows.
• Must have strong call handling skills and maintain a high level of detail in both written and verbal communication.
• Produce white glove customer service and send professional emails to both Executives and customers.
• An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities.
• The ability to translate complex technical issues into tangible solutions
• Ability to navigate high pressure situations and provide timely updates/solutions to ServiceTitan's Leadership Executive team and Customers
• Must take initiative and be able to prioritize, work in a multi-tasking fast-paced environment, and perform effectively under pressure.
• Excellent team player and coach to peers.
• A clear view on what constitutes top tier customer support and has demonstrated the ability to execute on that view.
• Demonstrated expertise in troubleshooting and solutioning.
• Customer-centric mindset, desire to learn, and can-do attitude.
• Excellent people skills: must be empathetic, patient, confident, and able to interact well with a broad spectrum of personality types.
• Must have strong problem solving and customer service skills. Must be able to handle difficult escalations while maintaining the customer's best interest.
• Creative, out of the box solutioning skills.
• Experience working with high level escalations and premium customers.
• Works in a high paced, customer facing environment with varied/extended hours of operation that include weekends and holidays as needed
• Bachelor's degree; 2-3 years customer service or technical support experience
• Preferred: Proficiency in Excel, SQL, Kibana, and Quickbooks
• When you will work: Mon-Fri 6Pm - 3Am (4 Hr Nt) (Armenia)
• Be Human With Us:
• Being human

Additional Information

Ready to be a Titan? Executive and Premium Escalation Associate Specialists are key members of the Global Support and Services Organization, acting as subject matter experts who bring a unique skill in supporting the ServiceTitan Leadership Executive (LTE) team with high level escalations as well as Premium customers. LTE Associates assist with a vast array of complex issues and ensure the customer is supported from beginning to end by being ready to assist on any escalation that comes their way. They assist in restoring the relationship with our customer and partner with different business partners across the organization to ensure the issue is seen through to its solution. As a lead contributor on the Support team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, advanced problem solving, and partner regularly with specialists and leadership.

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