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 Customer Support team is responsible for onboarding, educating, and supporting our customers on a global level
• 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
• You will learn the fundamentals to set you up for success and be talking to our customers alongside a dedicated mentor
• What your first 6 months will look like:
• 30 days - Onboarding to Intercom and Customer Support: You’ll learn what it means to be an Intercomrade and the ins & outs of our product
• 90 days - Helping customers & crushing KPIs: At this point you’ll be fully ready to jump in helping customers and tracking your performance based on our ambitious yet achievable Key Performance Indicators
• 6 months - Broadening your impact on the team and your personal development: While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!