Technical Support Specialist

The company is looking for a Technical Support Specialist to join its Customer Support team in Yerevan. This role focuses on helping customers resolve software-related issues, troubleshooting client problems, providing training and direct support, documenting technical scenarios, submitting product bugs, and becoming a subject matter expert across ServiceTitan, Aspire, and FieldRoutes platforms. The ideal candidate is customer-focused, technically curious, patient, confident, and able to work in a fast-paced support environment with flexible evening shifts.

Address client issues through troubleshooting, training, and direct customer support.
Conduct initial troubleshooting for ServiceTitan, Aspire, and FieldRoutes platforms.
Identify root causes of customer issues.
Replicate technical issues and document scenarios clearly.
Use support tools to assist customers with software-related questions.
Support customers through phone, chat, email, and screen-sharing sessions when required.
Develop into a product expert across company software platforms.
Create practical solutions and workflows that meet customer needs.
Submit bug reports to development teams.
Follow up on bug resolution and product issue progress.
Communicate customer feedback, concerns, and recurring issues to internal teams.
Advocate for customer needs and product improvements.
Maintain a professional, empathetic, and patient communication style.
Work in a dynamic, feedback-oriented, and fast-paced support environment.
Stay flexible with shift changes based on business needs.

Proficiency in English is required.
Strong interpersonal skills.
Empathy, patience, confidence, and good sense of humor.
Ability to communicate with different personality types.
Ability to stay calm and effective in a demanding support environment.
Ability to thrive in a feedback-rich culture.
Self-motivated and able to master complex software.
Strong critical thinking skills.
Strong troubleshooting skills.
Efficient, effective, and resourceful problem-solving ability.
Ability to learn product workflows and technical platform behavior quickly.
Customer support, technical support, or software support experience is preferred.
Knowledge of QuickBooks or accounting is a plus.
Ability to work flexible evening shifts.
Ability to work shifts starting from 3 PM and ending as late as 3 AM AMT when required.
During probation period, ability to work Monday to Friday with start time around 3 PM–4 PM.

ServiceTitan — компания или платформа в сфере software engineering, IT и цифровой трансформации. Она предлагает разработку программного обеспечения, облачные решения, инфраструктуру, enterprise-системы, консалтинг или техническую поддержку для бизнеса, помогая клиентам, пользователям или партнёрам решать практические задачи с помощью современных технологий, экспертной поддержки и структурированных процессов. Компания была основана в 2012 году. Профиль компании на ANQ описывает её ключевые направления, продукты, услуги и роль на рынке. Платформа помогает компаниям в home services управлять расписанием, field operations, продажами, оплатами, отчётностью и customer experience.