Technical Support Specialist

2 months ago

Sydney, New South Wales, Australia Intercom Full time

About the Role

We are seeking a highly skilled and customer-focused Technical Support Specialist to join our team at Intercom. As a Technical Support Specialist, you will be responsible for providing exceptional support to our customers, ensuring they have a seamless experience with our product.

Key Responsibilities

  • Communicate efficiently and effectively with customers, providing timely and accurate solutions to their queries.
  • Owning customer communications and issues from initial contact until resolution, ensuring a high level of customer satisfaction.
  • Becoming an expert in our product, understanding its features and capabilities, and providing guidance to customers on how to get the most out of it.
  • Working closely with our product teams to identify and resolve customer issues, and providing feedback on potential solutions.
  • Tracking and meeting Key Performance Indicators (KPIs) to ensure high levels of customer satisfaction and support.

What You'll Learn

In this role, you will have the opportunity to learn and grow with our company, developing your skills and expertise in customer support and technical troubleshooting. You will work closely with our experienced support team to learn the ins and outs of our product and develop your knowledge of technical support best practices.

Requirements

  • Strong understanding of technical fundamentals and modern tools.
  • Excellent customer focus and communication skills.
  • Strong problem-solving skills and ability to think critically.
  • Ability to troubleshoot and utilize resources to answer customer queries.
  • Ability to take feedback and use it to improve processes and customer experience.
  • Excitement for a support environment that is constantly experimenting with workflows and automation to drive efficiency.
  • Demonstrated success working with KPIs or other metrics/quotas.

What We Offer

We offer a competitive salary and equity in a fast-growing start-up, as well as a range of benefits including catered lunch, flexible holidays, and a healthcare stipend. We are committed to creating a safe and inclusive work environment, and we welcome applications from diverse candidates.

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