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Technical Support Specialist for Customer Success

1 month ago

Sydney, New South Wales, Australia Intercom Full time
About Intercom

Intercom is a leading provider of customer service solutions, revolutionizing the way businesses interact with their customers through AI-powered platforms. Our mission is to make internet business personal and exceptional.

Job Description

We are seeking a skilled Technical Support Specialist to join our Customer Success team. As a Technical Support Specialist, you will be responsible for providing top-notch support to our customers, troubleshooting complex issues, and collaborating with cross-functional teams to drive product improvements.

Key Responsibilities
  • Communicate effectively with customers via our own product and phone support channels.
  • Owning customer communications and issues from initial contact until resolution.
  • Becoming an expert in our platform's capabilities and features.
  • Ensuring all customers have a seamless experience with our product.
  • Collaborating with product teams to identify current issues and propose informed solutions.
  • Debugging complex technical issues with both internal codebase and external technologies.
  • Developing tools to enhance team efficiency and effectiveness.
Requirements
  • 1-2 years of technical support experience.
  • Understanding of web development basics (HTML, JavaScript, CSS), Git, Ruby, Rails, APIs.
  • Knowledge of REST API, SDKs & Webhooks.
  • Solid understanding of tech fundamentals and modern tools.
  • Strong customer focus and communication skills.
  • Strong problem-solving skills and ability to think critically.
What We Offer
  • A competitive salary: $120,000 per year.
  • Catered lunch every weekday and a fully stocked kitchen.
  • Flexible paid time off policy.
  • Healthcare stipend towards private health insurance.
  • MacBooks as standard equipment.

We value diversity and are committed to equal employment opportunities.