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[Hiring] Software Support Analyst @ACE Hardware
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Software Support Analyst will play a crucial role in providing ongoing support and optimizing the software platforms for Ace Handyman Services, serving as a subject matter expert for ServiceTitan, Monday.com, and other software platforms. This position also assists with onboarding new businesses, ensuring smooth integration and effective utilization of our systems.
- Quickly and effectively resolve franchisee and staff issues through a dedicated support ticketing system via Monday.com, prioritizing high-impact concerns.
- Provide personalized one-on-one support sessions for franchisees and staff throughout the post-go-live phases, guaranteeing their success and expertise with ServiceTitan.
- Manage and execute the Mergers and Acquisitions process for Franchisees ServiceTitan tenants.
- Ensure the knowledge of new software features and updates to maximize the Franchisees use of said software platforms.
- Assist in the initial setup and ongoing optimization of ServiceTitan tenants, ensuring they are optimized for maximum functionality and aligned with business goals.
- Support and provide strategic insights to promote sophisticated utilization of the ServiceTitan Center of Excellence.
- Support the monthly communication to franchisees and staff, detailing the progress of the ServiceTitan implementation, highlighting new support resources, strategic initiatives, and recent product updates.
Qualifications
- 3-5 years’ experience with ServiceTitan software
- 2+ years of Home Service Industry experience
- Technical Proficiency: Proficient in software such as ServiceTitan, Monday.com, and Microsoft Office
- Stakeholder Management: Experience in managing expectations and relationships with various internal and external stakeholders
- Innovative Thinking: Capacity to drive innovation in technology and business processes to drive efficiencies and profitability
- Problem-Solving: Excellent analytical and problem-solving abilities
- Adaptability: Ability to adapt to rapidly changing technology landscapes
- Motivated Self Starter who takes initiative and thrives in dynamic environment to deliver results
Benefits
- Incentive/Commission/Bonus opportunities (Based on role / grade level)
- 401(k) retirement savings plan with matching company contributions, eligible on your first day!
- Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
- Warehouse Merchandise Discount!
- Paid time off & paid holidays (depending on role and month of hire)
- Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).
- Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.
