Job Description
The Technical Support team educates and supports customers on a global level. Our job starts when a customer decides 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 love problem-solving and troubleshooting, empowering customers to reach their objectives and address any challenges with our product.
We are looking for people who have an eye for improvement and efficiency, who want 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.
- Communicating efficiently and effectively with our customers
- 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
- Ensuring that all customers have a great experience with the product
- Working directly with product teams to identify current issues and offer informed opinions on potential solutions
In your first 30 days, you will complete company onboarding, become familiar with Intercom's values, strategy, and goals. In your first 60 days, you will continue to complete CS trainings and pass relevant assessments. In your first 90 days, you will receive QA reviews and action feedback, begin a personal growth tracker document, and contribute outside of the inbox.
We are looking for someone with a solid understanding of tech fundamentals, strong customer focus, strong communication skills, strong problem-solving skills, and ability to troubleshoot and utilize resources to answer questions on baseline topics.
Bonus skills include previous experience working in a troubleshooting environment, understanding of web technologies, and 1-2 years of technical support experience.
We offer a competitive salary and equity in a fast-growing start-up, as well as a variety of other benefits including a pension scheme, comprehensive health and dental insurance, flexible paid time off policy, and paid maternity and paternity leave.