Technical Support Specialist in Durham

At ServiceTrade, you’ll build technology that matters — for your career, your team, and the thousands of commercial contractors who rely on our platform every day. We’re on a mission to partner with commercial trades to deliver technology that enhances technician productivity, improves customer experiences, and drives scalable growth. We’re looking for a Customer Support Specialist who’s excited to make an impact. In this role, you will collaborate with our innovative team to deliver impactful solutions, ensuring our customers receive timely, effective resolutions as their first point of contact. Your efforts will directly contribute to shaping the customer experience and driving the success of our services.

Why ServiceTrade: You’ll belong here from the start. We bring together kind, curious people with diverse perspectives and trust them with meaningful work. You’ll have ownership, clarity, and support to solve real problems, make a visible impact for our customers, and continue growing as your role evolves. On the Customer Support team, you’ll have the opportunity to empower our customers to get the most out of their investment!

About You: You're a strategic thinker and creative problem-solver who genuinely cares about the people on the other end of every interaction. You bring empathy and ownership to tough conversations, and you see issues through to resolution — not just pass them along. You pick up product knowledge quickly, and when you spot a pattern, you bring ideas to the team that make the next problems easier to solve.

Key Responsibilities and Activities:

• Customer Resolution & Queue Management: Spend approximately 90% of your time doing high-quality, queue-based work. Resolve product or service problems across multiple communication streams (email, help desk tickets, chat, web sessions, and phone calls). Maintain the help desk ticketing system, proactively following up on all tickets in your queue to ensure resolution times meet customer SLAs. You will leverage a variety of tools to assist customers including AI tools, error logs, and API console tools.
• Troubleshooting & Escalation: Utilize a firm grasp of troubleshooting fundamentals to clarify customer complaints and determine the root cause. When issues require deeper technical intervention, draft clear, required-standard escalations to the next level of support.
• Product Knowledge & Enablement: Develop an incredibly strong working knowledge of the ServiceTrade platform and its integrated products to interpret customer requests accurately. Guide customers through best practice questions, referencing AI-tool generated content, knowledge base content and customer-facing training. Contribute to internal queues (e.g., Help Center backlog, #support-general channel) to document support issues and assist in creating application troubleshooting usage guides.
• Team Collaboration & Ownership: Engage with your team mates in small group learning sessions, showing respect for each other's time. Take ownership of processes or projects that impact your immediate group, proposing scalable solutions to team challenges. Actively contribute to the team by training new hires in specific areas, facilitating portions of practice meetings, and sharing best practices.

Knowledge and Skills:

• A minimum of 1 year SaaS experience or 2-3 years technical customer support experience.
• Excellent spoken and written communication skills, with a focus on consistent empathy, professionalism, and clarity.
• Strong organizational skills and the ability to listen, analyze information, multi-task, and meet project deadlines.
• An entrepreneurial mindset—someone who takes initiative on what's needed to help both the customer and the team.
• Experience with various operational software include Google Suite, Slack, Jira and Wrangle.
• Experience with Zendesk or comparable CRM systems. (Preferred)
• Familiarity with a variety of AI tools including Notion, Claude, & Gemini. (Preferred)
• Experience scripting or programming with APIs and an understanding of relational databases.

Work Environment:

• Hours: 8:00 AM - 5:00 PM EST.
• Location: This is a remote position requiring travel several times per year to our headquarters or to customer sites.

What kind of benefits do you offer?

• Medical through Cigna, PPO and HDHP options, including a Health Savings Account with company contributions.
• Dental and Vision through Unum.
• Flexible Spending Account and Dependant Care Account.
• Company-paid Life insurance, STD and LTD.
• Voluntary benefits including Supplemental Life Insurance, Critical Illness, Accident and Pet Insurance.
• 401(k) with up to 3% employer match and NO vesting period.
• Flexible PTO policy.
• 10 company holidays.
• Parental Leave.
• Paid Time Off for Volunteering.
• Employee Reimbursement Program to use for well-being, technology and/or professional development.

ServiceTrade provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.