Have you ever tried to hire a plumber? How about a house cleaner? If you have, chances are it took you way longer than it should. In the era of instant-everything, it’s crazy that you still have to waste an entire afternoon researching, calling and vetting local service professionals whenever you need one. The market for hiring them is huge — $1 trillion in the US alone — but the process is inefficient and largely offline. 

Thumbtack is transforming this experience end-to-end, building a marketplace that matches millions of people with local pros for almost any project. In making these connections, not only do our customers get more done every day, our pros are able to grow their businesses and make a living doing what they’re great at.

These customers and pros come from all walks of life and every zip code in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply. We challenge ourselves every day to make this a place where you can thrive just the way you are, so we can build a product that does the same for our customers and pros.

About the Team

The Business Applications team at Thumbtack is responsible for overseeing the internal tools our employees use. We have the opportunity to influence and implement the technology our Thumbtack employees use in their day to day work.

About the Role

As an Application Support Specialist, you will be a customer service and support evangelist, providing front-line application support to our employees. You will work closely with the Application Admins and help agents across all teams with troubleshooting, updating required software components, and providing application support for our suite of internal tools. You love building relationships with customers, business partners and IT team members alike. You have excellent communication skills, a passion for technology and dedication to solving problems and helping the members of our Thumbtack teams.

Responsibilities

  • Provide support via helpdesk tickets, email, chat, and Slack
  • Help agents troubleshoot and find solutions to issues they have
  • Provide timely resolution of problems and act as an escalation point for the team and customers
  • Build and maintain knowledge of the following systems: Salesforce, Five9, Quiq, Guru, Intercom, Qualtrics, Omni Channel (proprietary tool native to Salesforce),  LiveChat, MixMax, RealValidation
  • Help communicate any updates or major changes to our agents
  • Work with the teams to gather feedback and suggestions to improve internal tools
  • Take ownership of our onboarding and offboarding process with employees

Must-Have Qualifications

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • Min 1 year experience working in a help desk environment
  • Experience with Salesforce and telephony systems
  • Experience with support ticket management and tracking
  • Strong customer service, problem solving and collaboration abilities
  • Open minded, critical problem solver
  • Available to work at least 40 hours per week
  • Flexible for occasional travel to the San Francisco, CA office

Nice-to-Have Qualifications

  • Technically advanced with excellent analytical and problem-solving abilities
  • Self-driven, champions change and has the ability to learn new systems quickly 
  • Open to feedback and coaching, and strive to #AlwaysBeImproving
  • A doer -- prefer to move quickly and get things done
  • Proud of your work, ambitious, and ready to take on new challenges
  • Problem solver, you don't shy away from finding a solution to a problem
  • Strong communication and interpersonal skills

More About Us

Thumbtack is a local services marketplace – one of the largest in the U.S. – that helps millions of people hire local professionals. With hundreds of unique service categories, customers can find a Thumbtack pro for almost anything: landscapers, DJs, personal trainers, even piano teachers. And in making these connections, we empower local pros too. Helping them get new customers and make a living doing what they’re great at.

Founded in 2008 and headquartered in San Francisco, Thumbtack is backed by over $420 million in investment from Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners and Baillie Gifford. 

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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At Thumbtack, we’re building more than a product. We’re building local economies and stronger communities. Leveling the playing field so even the smallest of businesses has a fair shot at success. And we believe diversity is essential to making this happen. We use your answers below to better understand who is interested in joining the team and whether we’re considering a diverse group of people for our open roles. Your response will be confidential, and neither your answers nor your participation or non-participation will affect our consideration of your candidacy.

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