ServiceTrade
SaaS
TechnicalSupportSpecialist
Neural analysis suggests this role is
optimal for Entry candidates.
“Technical Support Specialist at ServiceTrade. Skills: Customer Resolution, Troubleshooting, Product Knowledge, Team Collaboration. Resolve product or service problems across multiple communication streams (email, help desk tickets, chat, web sessions, and phone calls). Maintain the help desk ticketing system, proactively following up on all tickets in your queue to ensure resolution times meet customer SLAs”
What You'll Achieve.
ensuring our customers receive timely, effective resolutions as their first point of contact; shaping the customer experience; driving the success of our services; empower our customers to get the most out of their investment; ensure resolution times meet customer SLAs; help both the customer and the team; build efficient and growing businesses; streamlines operations from the field to the office; boosts technician productivity; enhances the end-customer experience; helping them grow their businesses, earn more revenue, employ more skilled workers, and deliver greater value to their own customers
Industry & Context.
creative problem-solver; see issues through to resolution; spot a pattern, bring ideas to the team that make the next problems easier to solve; troubleshooting fundamentals; determine the root cause
requiring travel several times per year to our headquarters or to customer sites, must reside in one of the states listed to be considered (AL, AR, AZ, CA, CO, CT, DE, FL, GA, IL, IN, KY, MD, MI, MN, MO, NC, NH, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, VT, WA)
What They're Looking For.
Must Have
1 year SaaS experience or 2-3 years technical customer support experience, Excellent spoken and written communication skills, with a focus on consistent empathy, professionalism, and clarity, Organizational skills and the ability to listen, analyze information, multi-task, and meet project deadlines, An entrepreneurial mindset—someone who takes initiative on what's needed to help both the customer and the team, Experience with various operational software include Google Suite, Slack, Jira and Wrangle, Experience with Zendesk or comparable CRM systems
Nice to Have
Familiarity with a variety of AI tools including Notion, Claude, & Gemini, Experience scripting or programming with APIs and an understanding of relational databases
What You'll Do.
Resolve product or service problems across multiple communication streams (email
Maintain the help desk ticketing system
proactively following up on all tickets in your queue to ensure resolution times meet customer SLAs
Leverage a variety of tools to assist customers including AI tools
and API console tools
Utilize a firm grasp of troubleshooting fundamentals to clarify customer complaints and determine the root cause
required-standard escalations to the next level of support
Develop an incredibly working knowledge of the ServiceTrade platform and its integrated products to interpret customer requests accurately
Guide customers through best practice questions
referencing AI-tool generated content
knowledge base content and customer-facing training
Contribute to internal queues (e. g.
#support-general channel) to document support issues and assist in creating application troubleshooting usage guides
How You'll Work.
Team & Collaboration
Engage with your team mates in small group learning sessions, showing respect for each other's time; Take ownership of processes or projects that impact your immediate group, proposing scalable solutions to team challenges; Actively contribute to the team by training new hires in specific areas, facilitating portions of practice meetings, and sharing best practices
Communication Scope
Excellent spoken and written communication skills; consistent empathy; professionalism; clarity
Full Job Description
Position Description: At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We’re looking for a Customer Support Specialist who’s excited to make an impact. In this role, you will collaborate with our innovative team to deliver impactful solutions, ensuring our customers receive timely, effective resolutions as their first point of contact. Your efforts will directly contribute to shaping the customer experience and driving the success of our services. Why ServiceTrade: You’ll belong here from the start. We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves. On the Customer Support team, you’ll have the opportunity to empower our customers to get the most out of their investment! About You: You're a strategic thinker and creative problem-solver who genuinely cares about the people on the other end of every interaction. You bring empathy and ownership to tough conversations, and you see issues through to resolution — not just pass them along. You pick up product knowledge quickly, and when you spot a pattern, you bring ideas to the team that make the next problems easier to solve. Key Responsibilities and Activities: Customer Resolution & Queue Management: Spend approximately 90% of your time doing high-quality, queue-based work. Resolve product or service problems across multiple communication streams (email, help desk tickets, chat, web sessions, and phone calls). Maintain the help desk ticketing system, proactively following up on all tickets in your queue to ensure resolution times meet cus
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