customer support
Posted 1 weeks agoTechnical Support Specialist
at Intercom
Chicago, United StatesHybrid
Responsibilities
- Showcase successful and proactive communication about your training progress and needs/questions that arise.
- 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.
Requirements
- Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.
- Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce.
- Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration.
- 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.
- 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.
- Becoming an encyclopedia of knowledge about how Fin works and what it is capable of.
- 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.
- Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
- 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.
- Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
- 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 Fin's REST API.
- 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.
- Experience using Fin, 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.
- Are passionate about leveraging AI to enhance support experiences and drive team performance.
- Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated.
- *Proof of eligibility to work in the United States is required.
Experience
- 3-4+ years of technical support experience, ideally within a software/SaaS environment.
Benefits
- Demonstrate Fin's Values in your work and alignment with the company vision and strategy. What skills do I need?
- Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas. Bonus skills & attributes •
- Competitive salary and meaningful equity
- Comprehensive medical, dental, and vision coverage
- Regular compensation reviews - great work is rewarded!
- Flexible paid time off policy
- Paid Parental Leave Program
- 401k plan & match
- The base salary range for candidates within the Greater Chicago Area is $62,000 - $74,000.
- Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The base pay range is subject to change and may be modified in the future.
- All regular employees may also be eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock in the form of Restricted Stock Units (RSUs). Policies
Additional details
- Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.
- Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support.
- Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.
- 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.
- 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.
- 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.
- Being the one responsible, along with the Support team, to ensure that all customers have a great
- 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.