Technical Support Specialist

Intercom•Chicago, IL

1d•$62,000 - $74,000•Hybrid

About The Position

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. What's the opportunity? 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.

Requirements

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.

Nice To Haves

Experience using Intercom, or similar SaaS platforms.
Experience as Tier 2 or similar level of support.
Experience in coaching & mentoring teammates.
Experience in helping customers make the most of their current subscriptions.
Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

Responsibilities

Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
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.
Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.
Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams.