Technical Solutions Specialist

The Technical Solutions Specialist 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.

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
• Strong problem-solving and analytical skills
• 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
• 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, Employees for this position will have a hybrid work model with 4 days in the office and 1 day remote each week.

• 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 with structured query language and relational databases

• including writing select and join queries
• formatting/writing Stored Procedure
• Knowledge of SSMS SQL preferred

• Atlassian (JIRA) platform knowledge is preferred
• Familiarity with C#, HTML, VBA scripting, and software analysis preferred
• Strong teamwork and collaboration skills
• Excellent analytical and problem-solving skills
• Excellent communication skills working with all levels of an organization
• Understanding of Ai tools

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 fertility services (i.e. IUI and IVF), surrogacy, and 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.

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 enabling 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.