Technical Support Specialist

What's the opportunity? 🤔

The Customer Support team is responsible for educating and supporting our customers on a global level. Our job starts the moment a customer decides they want to use Intercom, sticking with them every step of the way to ensure they get the most value from our product.

This opportunity is for folks who truly love problem-solving and troubleshooting, with the end goal of empowering our customers’ to reach their objectives and address any challenges with our product. This is not a springboard into other areas or jobs at Intercom, but this is a great role for those who are looking to be part of our support team for a while and who are excited about growing alongside Intercom. We also want people that have an eye for improvement and efficiency, someone who wants to work at a place where they’re encouraged to bring ideas and feedback to the table on how things could be better for our team and/or our customers.

This position will be hybrid with the expectation to work from the office 2 days a week and work from home the remaining 3 days of the week. You are welcome to work from the office full-time if that is preferred.

What will I be doing? 🚀

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but you'll also be talking to customers on the phone every now and then.
• Owning customer communications and issues from initial contact until resolution
• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of
• Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions

What your first 6 months will look like:

30 days - Onboarding to Intercom and Customer Support: You’ll learn what it means to be an Intercomrade and the ins & outs of our product. You will learn the fundamentals to set you up for success and be talking to our customers alongside a dedicated mentor.

90 days - Helping customers & crushing KPIs: At this point you’ll be fully ready to jump in helping customers and tracking your performance based on our ambitious yet achievable Key Performance Indicators.

6 months - Broadening your impact on the team and your personal development: While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!

What skills do I need? 📖

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!

• Solid understanding of tech fundamentals + modern day tools (Slack, Chrome, Coda, Guru, Asana, etc.)
• Strong customer focus (excels at + enjoys helping customers)
• Strong communication skills (ability to question, clarify, empathize, use appropriate tone + language, personable)
• Strong problem solving skills (ability to think critically and learn on-the-fly)
• Ability to troubleshoot and utilize resources to answer questions on baseline topics
• Ability to take on + action feedback
• Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency
• Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas

Bonus skills & attributes 🙌

• Previous experience working in a troubleshooting environment
• Understanding of web technologies and concepts (HTML, CSS, JavaScript, APIs, etc.)
• 1-2 years of technical support experience

Benefits 😍

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)

• Competitive salary and equity in a fast-growing start-up
• Catered lunch every weekday, plus a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Flexible holidays so you can take time off when you need it
• Healthcare stipend towards private health insurance for you and your partner/spouse
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done