Technical Support Specialist

We're Aspire, a ServiceTitan company
We're Aspire, the leading SaaS provider for commercial landscaping, snow and ice removal, and janitorial businesses. Recently acquired by ServiceTitan, the world's leading provider of software for the trades, our cloud-based business management system enables contractors to grow their business, streamline operations, provide insights, and ultimately impress their customers. When you join our team, you'll be a part of one of the fastest-growing companies in St. Louis, with an award-winning culture that's been celebrated by the St. Louis Business Journal and Inc. Magazine. Trusted by over 50,000 users across thousands of locations, our software helps clients manage upwards of $4B in revenue. Our new partnership with ServiceTitan will enable us to continue scaling our platform and customer base while maintaining our collaborative, tight-knit culture right here in the heart of St. Louis.in the heart of St. Louis.
Ready to make your career move?
The AspireCare - Technical Support role is primarily responsible for supporting multiple products to solve escalated issues from the first level of AspireCare support team. The position requires a full understanding of Aspire software platform and a superb ability to communicate functionality with clients.
Reporting to the Director of AspireCare, the Technical Support expert works in a fast-paced environment to identify and provide solutions to client challenges and to manage several issues and clients simultaneously while also defining and creating client form layouts. The Technical expert will work closely with the development team in identifying and resolving escalated client system issues. Overall, the Technical Support expert must ensure that the organization is consistently exceeding clients' expectations and anticipating clients' future needs.
What You'll Do:

• Provide escalated technical support and troubleshooting of client issues to pinpoint cause, establish reproducible conditions, and clearly and succinctly document scenarios
• Closely communicate and work with the development team as well as other area of Client Services on escalated client issues
• Provide timely feedback cross-departmentally on reporting product design and functionality issues
• Ensure critical escalated issues are quickly and accurately prioritized and resolved to meet SLA requirements
• Work independently to test client-identified software bug fixes and enhancements prior to notifying clients of release
• Design report layout(s), define parameters that allow users to build their own custom report and define data sources, datasets and queries, report layout positions for different data fields and interactive features as parameters and sets of reports that work together using Report Designer
• Design and create monthly reporting needs for both client and internal AspireCare reporting
• Create accounts for new clients and work with clients to ensure that initial data load into the system conforms to necessary accuracy standards
• Provide mentoring, training, expertise, and knowledge transfer to AspireCare Specialists in the advanced operation of AspireCare and system concepts
• Follow established procedures for ticket management which includes prioritizing, resolving, and documenting client issues
• Maintain clear, concise communication with clients and within the organization
• Foster a spirit of teamwork and unity among team members that enables each employee, the AspireCare team, and the organization to succeed
• Receive and place calls to Merchant, Partners and internal resources as an escalation for Care Services
• Contribute to testing, development of training materials, Methods of Procedures (MOPs), and Standard Operating Procedures (SOPs)
• Assist with projects as needed
• Limited to no travel is expected

What You'll Need:

• Bachelor's Degree or equivalent experience required
• Minimum 2 years of experience in client facing or account management role
• Experience with a report writing tool such as Report Designer, Crystal, or Microsoft Access
• Experience in coding or scripting languages such as SQL or JavaScript as well as HTML for troubleshooting code
• Experience with structured query language, including writing select and join queries
• Atlassian platform knowledge is preferred
• Strong teamwork and collaboration skills
• Excellent analytical and problem-solving skills
• Excellent communication skills working with all levels of an organization

Where You'll Work:
Our headquarters is located in Chesterfield in West St. Louis County; however, some positions will be remote until the time is right to return to the office while other roles are office-based. When our St. Louis-based employees regularly return to the office, we will offer a hybrid work model for most positions (three days in office with the option to work remotely for the remaining two). Fully remote employees will be able to stay 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.