Customer Support Representative

Intercom is a fundamentally new way for internet businesses to communicate with customers, personally, at scale. It's a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Our products enable targeted communication with customers on your website, inside your web and mobile apps, and by email.

The Customer Support team is primarily 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. Support Representatives are responsible for working directly with customers to help them get started and grow in using Intercom, answer product questions, track user feedback, report and escalate issues to engineers, and act as the bridge between our customers and our product design and development teams.

* 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 then * Owning customer communications and issues from initial contact until resolution * Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of * Influencing the direction of Intercom, the product * Being 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 possible * 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

* 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 **Bonus skills & attributes** Basic understanding of web technologies (HTML, CSS, JavaScript, APIs)