Associate Technical Support Specialist

Intercom was founded in 2011 to change the standard of customer service online. Our AI-first customer service platform is a totally new way to deliver customer service and is designed to transform the way businesses interact with their customers through AI. We all know that customer service on the internet sucks. It’s slow and impersonal. We help businesses provide instant and exceptional service to their customers and maximize their support agents’ productivity, efficiency, and performance—all through our single AI system. More than 25,000 businesses use Intercom to send millions of messages to millions of customers each month.Intercom has been a long-standing product leader and cultural icon in the technology and startup worlds for more than a decade. We set the pace for our industry and live by our values that allow us to push boundaries, build with speed and intensity, and deliver incredible value to our customers.Join us on our mission to redefine customer service and make internet business personal.

What's the opportunity? 🤔

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. 

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:

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? 📖

Remember that there’s no such thing as the perfect candidate or background, which is what makes us unique and successful!