Technical Support Specialist (FieldRoutes)

Get to know us: 

We’re FieldRoutes, one of the most recognized providers of operations software and integrated marketing solutions for the pest control and lawn care service industries. Backed by ServiceTitan, the world’s leading provider of software for field service trades, our cloud-based and mobile solutions make life easier for field service professionals, allowing them to accelerate growth, streamline their operations, increase customer retention, and maximize revenue.

When you join our team, you’ll be bringing your talents to one of the fastest-growing companies in the US with an award-winning culture that’s been recognized by Inc. Magazine and Forbes. Trusted by over 1,700 field service companies across thousands of locations, our software helps clients manage upwards of a billion dollars in revenue so they can better serve their customers and communities. Our partnership with ServiceTitan has enabled us to accelerate investment in our technology and people while maintaining our flexible culture. 

Ready to make your career move?

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.

How Will I Know If I Will Be Successful?

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 Bring:

• 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's office is located in Chesterfield in St. Louis County, MO. Employees for this position have a hybrid work model (4 days/week in the office and 1 day/week remote). We are excited to be opening a new office in North Dallas, TX in the Spring of 2024 alongside our partner company FieldRoutes, and are looking to grow our team in DFW. Dallas area-based employees will be fully remote until our new office opens in the Spring when they will move to our hybrid work model (4 days/week in the office and 1 day/week 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:

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