• Log and track support tickets, gather necessary information from users, and resolve basic technical issues within scope. • Provide entry-level support for desktops, laptops, printers, and mobile devices. • Assist with software installations and updates. • Perform routine maintenance tasks such as patching, backups, and hardware checks under supervision. • Assist with creating and managing user accounts in systems like Active Directory and Office 365. • Identify issues that require advanced troubleshooting and escalate to senior team members as needed. • Maintain a helpful and professional attitude when interacting with users, ensuring a positive support experience. • Participate in training and certification programs to build technical skills and knowledge. • Other duties as assigned.

• Act as the first point of contact to assist customers with all aspects of our software via phone, chat, email, and screen-sharing sessions • Become a product expert and develop creative solutions and workflows that best meet customer needs • Prevent escalations and de-escalate customers by leveraging support tools and resources such as the Salesforce Support Console, internal chatbot, as well as in-depth testing to efficiently resolve cases • Provide comprehensive technical solutioning directly to ServiceTitan’s customers to resolve customer issues with high quality and speed.

• Provide payments related technical support services while ensuring superior client experience. • Provide first-class customer service/support via telephone, email, chat, and any future channel. • Triage inbound customer communications and monitor priority of tickets assigned to the queue. • Maintain an accurate and complete record of all inquiries and problems handled. • Assist Sales partners and merchants in adding equipment and services to merchant accounts. • Provide technical support and troubleshooting for setup issues and connection issues. • Assist Technical Support Representative I & II by ensuring the team has proper tools and training to perform tasks.

• Collaborate with internal and external customers to collect requirements and clearly document problem statements related to the hardware and software • Leverage your knowledge of the software and back-end systems to efficiently diagnose and troubleshoot issues • Follow documented procedures and escalation paths for issues so the right team is engaged in a timely manner • Create client trust and confidence with clear, thorough, and customer-friendly communication and status updates on identified issues • Proactively monitor and action critical service alerts as they happen