Associate Technical Support Specialist, Intercom

• 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

Desirable

• The Technical 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
• 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:
• In your first 30 days you will:
• Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals
• Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments
• Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions
• Showcase successful and proactive communication about your training progress and needs/questions that arise
• In your first 60 days, you will:
• Continue to complete CS trainings and pass relevant assessments successfully and on schedule
• Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer’s query
• Demonstrate ownership in the execution of your work
• Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda
• In your first 90 days, you will:
• Receive QA reviews and action feedback
• Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development
• Contribute outside of the inbox via sharing suggestions and ideas for how we can improve
• Successfully meet KPI targets and/or goals
• Demonstrate Intercom’s Values in your work and alignment with the company vision and strategy