Technical Support Specialist (FieldRoutes)

Who We Are:

We’re Aspire and FieldRoutes, the leading SaaS providers for the landscaping, commercial cleaning, pest control and lawn care industries and proud members of the ServiceTitan family since 2021. Our cloud-based business management systems automate all aspects of field service operations for enterprise and small to medium-sized businesses which enables our clients to accelerate growth, streamline operations, increase customer retention, and maximize revenue. Trusted by thousands of premier field services leaders in the U.S. and Canada, our solutions empower our clients to make better business decisions for their companies. Our partnership with ServiceTitan has enabled us to continue scaling our platforms and customer base while maintaining our collaborative, tight-knit culture.

What We’re Looking For:

As a Technical 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 software startup and leave their mark on the company.

You will know that you are a top performer when you are consistently receiving top satisfaction scores from our customers and you have closed a lot of customer challenges. We expect you to become an expert in FieldRoutes and the Pest Control industry, which will help you to interact efficiently and effectively with all of our customers.

What You'll Do:

• Act as the first point of contact and provide assistance to end-users for software and mobile applications

• You will manage the 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 with 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

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

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

• Work with end-users to set expectations on time to resolve more complex issues and follows up with end-users on the status of issues

• Work with predefined procedures (escalation paths, service level agreement guidelines, definition of issue type, priority, and impact) for the technical support team

• Perform other duties as assigned by management

What You’ll Need: 

• High School Diploma or GED

• Strong verbal and written communication skills

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

• This is a US-based position and we are not offering sponsorship at this time.

Where You'll Work:

Aspire is headquartered in Chesterfield, MO. Local employees for this position will have a hybrid work model with 4 days in the office and 1 day remote each week. We are excited to be opening a new office in North Dallas, TX in the Summer of 2024 alongside our partner company FieldRoutes, and are looking to grow our team in that area as well. Dallas area-based employees will be fully remote until our new office opens and then we will move to a hybrid work model with 4 days in the office and 1 day remote each week.

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 sup