Payments Support Specialist (FieldRoutes)

Get to know us:

We’re FieldRoutes, a leading cloud-based and mobile SaaS provider in the pest control and lawn care industries and a proud member of the ServiceTitan family since 2022. Our cloud-based business management system automates all aspects of field service operations for enterprise and small to medium-sized businesses enabling our clients to accelerate growth, streamline operations, increase customer retention, and maximize revenue. Trusted by thousands of premier field services leaders in the US, our solutions empower our clients to make better business decisions for their companies. Our partnership with ServiceTitan has enabled us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture.

Ready to make your career move?

As a Payment Support Specialist, you will be responsible for treating our customers like gold by answering phone calls and emails with high-level attention to detail, an incredibly positive attitude, and high impact troubleshooting. We are looking for people who are very organized, work well under pressure, and have a keen aptitude for understanding technical concepts quickly. We are also looking for people who are passionate about technology and love working with people. Our company is exploding with growth and we need talented people who are not just looking for a job, but that want to grow with a new team and leave their mark on a company.

What you’ll do:

• Act as first point of contact and provide assistance to end-users for our payments product

• You will manage support ticket queue and documentation

• Respond to client questions via phone and email in a professional, courteous, and timely manner

• Meet and exceed client satisfaction measures and maintain and exceed KPIs such as response times

• Resolve client questions, requests and/or feedback in a professional and positive problem-solving attitude

• Work with remote end users to debug issues and provides solutions or escalate issues as determined necessary

• Utilize knowledge bases and documentation to debug issues and resolve clients’ issues or concerns

• Collaborate with your co-workers to enhance technical skills, resolve client issues, and improve our processes

• Perform other duties as assigned

What you’ll bring:

• Strong verbal and written communication skills

• At least 1 year of technical troubleshooting experience in a software environment via phone and email

• 1 year of technical troubleshooting experience in a software environment via phone and email is highly preferred

• Experience in a SaaS organization

• Experience in the payments field is a plus

Where you’ll work:

Employees for this position will be 100% remote.

Be Human With Us:

Being human isn’t about checking every box on a list. It’s about the experiences we have, people we meet, and the perspectives we share. So, if you have the skills but are hesitant to apply because of your background, apply anyway. We need amazing people like you to help us challenge the conventional and think differently about the problems that we’re solving. We’re in this together. Come be human, with us.

What We Offer:

When you join our team, you’re not just accepting a job. You’re making a career move. Here’s how we’ll support you in doing some of the most impactful work of your career:

• Flextime, recognition, and support for autonomous work: Flexible time off with ample learning and development opportunities to continue growing your career. We offer a comprehensive onboarding program, leadership training for Titans at all levels, and other programs and events. Great work is rewarded through Bonusly, peer-nominated awards, and more.

• Holistic health and wellness benefits: Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents), FSA and HSA, 401k match, and telehealth options including memberships to Headspace, Galileo, One Medical, Ginger and more.

• Support for Titans at all stages of life: Parental leave and support, up to $20k in adoption reimbursement, on demand maternity support through Maven Maternity, free breast milk shipping through Maven Milk, pet insurance, legal advisory services, financial planning tools, and more.

At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. We do not discriminate against employees based on race, color, religion, sex, national origin, gender identity or expression, age, disability, pregnancy (including childbirth, breastfeeding, or related medical condition), genetic information, protected military or veteran status, sexual orientation, or any other characteristic protected by applicable federal, state or local laws.