Associate Technical Support Specialist, Intercom

Salary not provided
CSS
HTML
JavaScript
Slack
Asana
Junior level
Chicago

More information about location

2 days a week in office

Intercom

The modern customer communications platform

Open for applications

Intercom

The modern customer communications platform

1001+ employees

B2BEnterpriseCommunicationCustomer serviceSaaSAutomation

Open for applications

Salary not provided
CSS
HTML
JavaScript
Slack
Asana
Junior level
Chicago

More information about location

2 days a week in office

1001+ employees

B2BEnterpriseCommunicationCustomer serviceSaaSAutomation

Company mission

Intercom's mission is to make internet business personal.

Role

Who you are

  • 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

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

What the job involves

  • 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!

Our take

If you've ever seen a chat pop up on a business' website, it was probably provided by Intercom. Though ubiquitous now, it used to be a major challenge for companies to communicate swiftly with their customers. Intercom's Messenger allows a company to instantly reach out with human or automated support, improving customer service and greatly increasing conversion rates for sales.

While the Messenger is its most visible product, Intercom provides a service similar to Salesforce, as an advanced customer relationship management system. However, Intercom doesn't see Salesforce as a major rival, as Intercom specialises in the online market while Salesforce is more suited for traditional retail. Intercom is used by more than 25,000 businesses including Amazon, Meta and Atlassian, and reaches an estimated 600 million end users monthly.

Intercom has primarily served the US and Irish markets but has been expanding its presence globally in recent years. Despite having a commanding market position, it is continuing to develop its product, most recently delivering a major functionality upgrade to its Messenger software, greatly increasing its ability to carry out ticketed support requests.

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Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

Some candidates hear
back within 2 weeks

41% female employees

-7% employee growth in 12 months

Company

Funding (last 2 of 7 rounds)

Mar 2018

$125m

SERIES D

Apr 2016

$50m

SERIES C

Total funding: $240.8m

Company benefits

  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Generous public transport allowance for commuting
  • Wellness programme that allows you to expense gym and other sports activities up to £90 quarterly
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • Open vacation policy and flexible holidays so you can take time off when you need
  • Work from home opportunities
  • Health insurance
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Regular compensation reviews - we reward great work
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Company values

  • We're optimistic & positive
  • We obsess about our customers' success
  • We're confident, yet humble
  • We think big and start small
  • We go further together
  • Make every day count

Company HQ

Financial District, San Francisco, CA

Leadership

Eoghan McCabe

(Co-Founder & CEO)

Previously CEO of Contrast and Exceptional. Is also the Chairman of Intercom.

Des Traynor

(Co-founder & CSO)

Previously worked in software development and is an expert in User Experience (has lectured on the topic and was UX Lead at Contrast)

Ciaran Lee

(Co-founder)

Previously Lead Engineer at RateMyArea.com and CTO of Exceptional. Was Intercom's CTO until 2021.


People progressing

Joined as a Manager in Product Analytics. Made it to VP of Research & Data Science after 6 years and 3 promotions

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