ServiceTitan reviews

Extremely high learning curve for the software that takes 6-12 months to barely get a hold of. During this time you will be taking customer phone calls where they will expect you to know the answer immediately. Since the learning curve is so high many new agents drop out before they become useful. Since there is such high turnover there is an insurmountable amount of work that will grind you down to the core of your very being. The customers are highly entitled especially the ones that only pay the base amount. They are rude and will constantly belittle you and make things personal and/or political or racist. You have to keep in mind that you are handling people that are around chemicals all day and kill bugs for a living. Most of the customers do not have basic computer skills. When a new customer is onboarded they go through a process called implementation where they are supposed to be taught how to use the software however the implementations main goal is to get them in and out as fast as possible without ensuring that everything is set up as the customer would like. These implementation employees make almost twice what Technical Support Specialists make but have a fraction of the knowledge in most cases, do far less work, and can often leave for the day at any point. Technical Support does not get any of these luxuries. Since this is the case as a Technical Support Specialist you will often do implementations job but will not be accomidated accordingly. Fieldroutes is also no longer it's own company and has gone through multiple buyouts. This has made the job extremely corporate and has lost the home grown vibe it once had. In addition to this Servicetitan/Aspire has very little understanding of the software or it's clients and makes brass decisions that undermine the operation. In the past each Technical Support agent would be assigned up to 5 email tickets and could get an unlimited number of phone calls at the same time. This is important because each ticket you get assigned could very wildly in difficulty. One ticket could take 5-25 mins while other could take hours, weeks or sometimes months to resolve. You will be held at a high level of expectations while it seems the rest of the company is not held to any of these standards. The FieldRoutes software is built on old speghetti code and is now maintained by Brazilians who they hired because they are cheaper than highering Americans. This is why the software is constantly glitching out and causing outages. These glitches will cause things like tax to not be charged or customers to be over charged or many other major issues. When these issues are occurring which they occur on a daily basis you will get your head ripped off constantly by customers. You will have quarterly reviews and no matter how amazing you do you will always be "met expectations" since exceeding expectations is what they expected of you. When you do get a raise it's a measly 25 cents and inflation will always outpace your raise causing you to constantly fail upwards. The company was originally based out of McKinney Texas and they closed the office down in 2023. They have hired many remote employees but if you happen to live in the vacinty of their new office in Plano Texas you will be expected to work on the office with no compensation when compared to other agents who get to work from home. All in all you will be severely underpaid for the work you are doing. With the work load and the highly complex nature of the issues you will be expected to resolve this position should pay between 60k-75k per year.