ACE Hardware · 9 hours ago
Software Support Analyst
United States
Full-time
Remote
Mid Level
$70K/yr - $75K/yr
3+ years expAce Hardware Home Services is the most trusted provider of home preservation services, and they are seeking a Software Support Analyst to provide ongoing support and optimize their software platforms. This role involves assisting with onboarding new businesses, resolving issues for franchisees and staff, and ensuring effective utilization of software systems like ServiceTitan and Monday.com.
Retail
Responsibilities
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 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
Qualification
Required
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
Preferred
Candidates in the Denver, CO area are preferred
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). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.
Ace invests in every employee we hire, with a key focus on development and coaching. We offer classes, facilitator-led courses, plus a performance management approach that goes beyond the typical annual review.
Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.
Company
ACE Hardware
Now in Afghanistan, Since 1924, Ace Hardware has been known as the place with the helpful hardware folks in thousands of neighborhoods across America, providing customers with a more personal kind of helpful.
51-200 employees
H1B Sponsorship
ACE Hardware has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (2)
2023 (5)
2020 (1)
Funding
Current Stage
Growth StageLeadership Team
Shak Hishmeh
Co-Owner/ Chief Operating Officer
Company data provided by crunchbase