Associate Technical Support Specialist

<div class="content-intro"><p>Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.&nbsp;</p> <p>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.&nbsp;</p> <p>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.</p></div><h2>What's the opportunity?&nbsp;</h2> <p>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.&nbsp;</p> <p>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 a role in IT or other jobs at Intercom, but this is a great role for those who are looking to be part of our Customer 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&nbsp; to bring ideas and feedback to the table on how things could be better for our team and/or our customers.</p> <p>If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, and you're sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!</p> <h2>What will I be doing?&nbsp;</h2> <ul> <li>Communicating via chat, email, phone and/or video-based customer support.</li> <li>Communicating efficiently and effectively with our customers.</li> <ul> <li>We use our own product to do most of our support, but outbound phone calls are part of our offering too.</li> </ul> <li>Display strong communication skills—able to break down complex topics for non-technical users.</li> <li>Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed.</li> <li>Ability to support 60-70 customers per week, providing efficient and meaningful support.</li> <li>Take ownership of complex customer questions across our suite of products — from first contact to final resolution.</li> <li>Confidently diagnose, reproduce, and troubleshoot technical issues.</li> <li>Navigate ambiguity using structured thinking, creativity, and a strong product mindset.</li> <li>Providing feedback, initiating upskilling, and modeling best practices.</li> <li>Using AI tools to flag trends that impact the Support organization.</li> <li>Share insights and improvements to help evolve how our team supports customers and collaborates internally.</li> </ul> <p><strong>What your first 6 months will look like</strong>:</p> <p>In your first 30 days you will:&nbsp;</p> <ul> <li>Complete company onboarding, becoming familiar with Intercom’s values, strategy, and goals.</li> <li>Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.</li> <li>Start talking to customers in the inbox and build “inboxing” fundamentals through Paired Inboxing sessions.</li> <li>Showcase successful and proactive communication about your training progress and needs/questions that arise.</li> </ul> <p>In your first 60 days, you will:&nbsp;</p> <ul> <li>Continue to complete CS trainings and ... (truncated, view full listing at source)