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Customer Support Specialist

Company: Intercom
Location: Chicago
Posted on: November 23, 2021

Job Description:

Communication has changed for people. It's changed for businesses, too.Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle"-- - -across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.Join the company helping businesses grow revenue through live chat, and so much more.Communication has changed for people. It's changed for businesses, too.Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycle"-- - -across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.Join the company helping businesses grow revenue through live chat, and so much more.What's the opportunity?The Customer Support team is responsible for onboarding, educating, and supporting our customers on a global level. We start work 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 supporting customers and see themselves in a customer facing role long term. This is not a springboard into other areas or jobs at Intercom . 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 supporting Intercom's growth with personal experiences.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 thenOwning customer communications and issues from initial contact until resolutionBecoming an encyclopedia of knowledge about how Intercom works and what it is capable ofBeing 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 possibleWorking directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutionsWhat your first 6 months will look like:30 days - Onboarding to Intercom and Customer Support: You'll learn what it means to be an Intercomrade and the ins & outs of our product. You will learn the fundamentals to set you up for success and be talking to our customers alongside a dedicated mentor.90 days - Helping customers & crushing KPIs: At this point you'll be fully ready to jump in helping customers and tracking your performance based on our ambitious yet achievable Key Performance Indicators .6 months - Broadening your impact on the team and your personal development: While supporting customers, you will also have the opportunity to get involved with CS teams and additional projects like social media support, bots & automation, quality assurance, internal support, and more!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! Imposter syndrome is common, but we'd love to hear from you. So please don't hesitate to apply, even if you don't tick every box on this page!Passion for talking to customers all day, every dayA genuine enjoyment of technologyExcellent communication and writing skillsGreat problem solving abilitiesThe ability to rapidly switch gears while retaining focus on the bigger pictureThe ability to explain complex topics in easy to understand and concise language [English]Ambition, eagerness and the will to learn and improve upon your own skillsBonus skills & attributesPrevious experience in a troubleshooting environmentBasic understanding of web technologies (HTML, CSS, JavaScript, APIs)An understanding of internet cultureBenefitsWe are a well-treated bunch, with awesome benefits! If there's something important to you that's not on this list, talk to us! : )Competitive salary and meaningful equityCatered lunch every weekday, plus a variety of snack foods and a fully stocked kitchenFully funded comprehensive medical, dental, and vision coverageOpen vacation policy and 10 corporate holidaysPaid Parental Leave Program401k planIn-office bicycle storageFun events for Intercomrades, friends, and family!Proof of eligibility to work in the United States is required.Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Keywords: Intercom, Chicago , Customer Support Specialist, Other , Chicago, Illinois

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