Intercom
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Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.
Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.
Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.
With the advent of AI, the nature of customer support has changed dramatically - as have the humans who provide it. Our next Technical Support Specialist will be someone who thrives in autonomy, is deeply curious, fluent in AI tools and holds an extremely high bar not just for themselves, but for their teammates.
As a Technical Support Specialist, you'll own complex technical queries around some of our most nuanced features, serve as a point of escalation for your colleagues for the most tricky investigations, consistently provide world class customer support, collaborate with our customers proactively to help them make the most of our platform and help drive improvements in product, processes, and peer development. You'll use AI tools alongside your own expertise to handle complex cases efficiently and play a role in shaping a culture of continuous improvement. We ship product updates consistently, so if constant learning excites and energises you, this environment will suit you well!
If this is the kind of role that excites you, then we want you as our next Technical Support Specialist.
What your first 6 months will look like:
In your first 30 days you will:
In your first 60 days, you will:
In your first 90 days, you will:
3-4+ years of technical support experience, ideally within a software/SaaS environment.
Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)
A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Intercom’s REST API.
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, as well as deliver feedback consistently and at a high quality to peers, managers and cross-functional partners.
Excitement for a support environment that has fully embraced AI solutions as the next step towards providing world-class customer support.
Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.
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!
Policies
Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.
We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.