Intercom
Associate Technical Support Specialist
Intercom, Chicago, Illinois, United States, 60290
What's the opportunity?The Customer 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, 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.
This position will be hybrid with the expectation to work from the office 2 days a week and work from home the remaining 3 days of the week. You are welcome to work from the office full-time if that is preferred.
What will I be doing?
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:
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. You will learn the fundamentals to set you up for success and be talking to our customers alongside a dedicated mentor.
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!
What skills do I need?Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!
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
Bonus skills & attributes
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
BenefitsWe are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Open vacation policy and 10 corporate holidays
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
#J-18808-Ljbffr
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, 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.
This position will be hybrid with the expectation to work from the office 2 days a week and work from home the remaining 3 days of the week. You are welcome to work from the office full-time if that is preferred.
What will I be doing?
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:
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. You will learn the fundamentals to set you up for success and be talking to our customers alongside a dedicated mentor.
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!
What skills do I need?Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful! Imposter syndrome is common, but we’d love to hear from you. So please don’t hesitate to apply, even if you don’t tick every box on this page!
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
Bonus skills & attributes
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
BenefitsWe are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Open vacation policy and 10 corporate holidays
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!
*Proof of eligibility to work in the United States is required.
#J-18808-Ljbffr