Technical Support Specialist

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.

What will I be doing?

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 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

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

What skills do I need?

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.

Bonus skills & attributes

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.