• Answering incoming Bullhorn customer tickets via phone, email, and/or chat, asking questions and gathering information to quickly resolve issues • Partnering with the customer to quickly identify challenges and technical issues, understanding the impact to their business • Using your software product knowledge (along with empathy for our customers) to help fix important issues quickly while also helping prevent recurring issues in the future • Being a critical thinker and using independent judgment when required to solve challenging or new problems that arise • If unable to fix the issue yourself, connecting the customer to the right experts via defined escalation paths • Communicating with customers proactively (mostly by phone) to update them on progress and do things when you say you’re going to do it • Share your knowledge gained from troubleshooting issues by contributing to the global Bullhorn knowledge management system through flagging, editing, creating, and reusing articles • Adhering to key customer and team-focused metrics to maintain high standards in performance

• Analyze, interpret, and communicate effectively with colleagues and customers • Handle all inquiries independently and efficiently • Report technical issues and bugs to our technical team • Liaise with the development team to resolve customer concerns • Proactively keep our customers and staff in Australia, Canada, the United States, and the United Kingdom informed of ongoing issues

• Flexibility to work in a 24x7 environment • Monitors performance across all channels (calls, chats, tickets, etc.) in real time to ensure service targets are achieved for our clients • Communicates cross functionally throughout the organization providing timely feedback to leaders on performance • Supports resolution of technical issues for our internal teams and vendors • Engages in our escalation process acting as a liaison between the business and technology team

• 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 for topics ranging through various stages of our customers Sales Cycle and Inventory Stock, 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