Customer Support Specialist

Intercom

Dublin, IE
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 12/18/2020
  • Website: intercom.com
  • Company Address: 55 2nd Street 4th Floor, San Francisco, CA, 94105

About Intercom

Intercom is the only suite of customer messaging products that drives growth at every stage of the customer lifecycleβ€”across acquisition, engagement, and support. Today more than 30,000 businesses use Intercom to connect with a billion people worldwide.

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.

What's the opportunity? πŸ€”

πŸ€— Our personable approach: We have all experienced terrible customer service. Robotic agents running through a script of predetermined messages, never helping or sympathising, just programmatically following instructions. That’s the opposite of who we are! Our style of communication is personal, friendly and fun. We engage in dynamic conversations with our customers and are big fans of visual communication (think emojis, stickers, GIFs) - we believe that visual support is human support!

πŸ˜ƒ About the Team : The Customer Support team is primarily responsible for inbound support. They work with our customers on a global level and do all they can to help them successfully get started and grow using Intercom.

The team answers product questions, tracks user feedback, reports and escalates issues to engineers, and acts as the bridge between our customers and our product design and development teams. They are the voice of the customer.

 

What will I be doing? πŸš€

  • Communicating efficiently and effectively with our customers - we use Intercom to support Intercom customers, but you'll also be talking to customers on the phone every now and then

  • Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of

  • Ensuring that all customers have a great experience with our product - a crucial part of the role is ensuring we make it as easy to use, reliable, bug-free, and as fast as possible

  • Working directly with product teams to identify current issues and synthesizing the diverse feedback you hear from our customers, offering informed opinions on potential solutions

What skills do I need? πŸ“–

  • A genuine enjoyment of technology

  • An understanding of internet culture

  • Previous experience in a troubleshooting environment

  • Great problem solving abilities

  • The ability to rapidly switch gears while retaining focus on the bigger picture

  • Passion for talking to customers all day, every day

  • Excellent communication and writing skills

  • The 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 skills

  • Eligibility to work in Ireland

We like big thinkers with small egos who believe in our goal to build a uniquely impactful, long-lasting tech company.

Bonus skills & attributes πŸ™Œ

  • Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)

  • Third level degree

Benefits 😍

We 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 equity in a fast-growing start-up
  • We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
  • Regular compensation reviews - we reward great work!
  • Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
  • Open vacation policy and flexible holidays so you can take time off when you need it
  • Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
  • If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
  • MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

 

We are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We're committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.