Technical Support Specialist

23 hours ago

Chicago, Illinois, United States Intercom Full time

About the Role

We are seeking a highly skilled and motivated Technical Support Specialist to join our Customer Support team at Intercom. As a Technical Support Specialist, you will be responsible for providing exceptional customer support to our customers, helping them to get the most out of our product.

Key Responsibilities

  • Communicate efficiently and effectively with our customers, using our own product to provide support and answering their questions.
  • Owning customer communications and issues from initial contact until resolution, providing timely and accurate responses to customer inquiries.
  • Becoming an expert in our product, including its features, functionality, and capabilities, and using this knowledge to provide informed support to our customers.
  • Working directly with our product teams to identify and resolve customer issues, and providing feedback on potential solutions.
  • Collaborating with other members of the Customer Support team to ensure that all customers have a great experience with our product.

What We Offer

We offer a competitive salary and meaningful equity, comprehensive medical, dental, and vision coverage, regular compensation reviews, and a comprehensive benefits package. We also offer a hybrid working policy, with the expectation to work from the office at least two days per week.

Requirements

  • Solid understanding of tech fundamentals and modern day tools, including Slack, Chrome, Coda, Guru, Asana, and others.
  • Strong customer focus, with a passion for helping customers and providing exceptional support.
  • Strong communication skills, with the ability to question, clarify, empathize, and use appropriate tone and language.
  • Strong problem-solving skills, with the 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 and act on 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 and Attributes

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

Benefits

  • Competitive salary and meaningful equity.
  • Comprehensive medical, dental, and vision coverage.
  • Regular compensation reviews.
  • Open vacation policy and 10 corporate holidays.
  • Paid Parental Leave Program.
  • 401k plan and match.
  • In-office bicycle storage.
  • Fun events for Intercomrades, friends, and family.

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