# Technical Support Specialist

**Company**: Fin
**Location**: Sydney, Australia
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/8173895?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_524f18a4-cd0

## Description

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

As a Technical Support Specialist, you will own complex technical queries, serve as a point of escalation for colleagues, provide world-class customer support, collaborate with customers, and help drive improvements in product, processes, and peer development.

**Responsibilities**

- Communicate efficiently and effectively with customers using Fin's own product and outbound phone calls.

- Own customer communications and issues from initial contact until resolution.

- Become an expert on Intercom's capabilities and limitations.

- Ensure customers have a great experience with the product, making it easy to use, reliable, bug-free, and fast.

- Work directly with product teams to identify current issues and offer informed opinions on potential solutions.

- Debug complex issues with an understanding of Fin's codebase and customers' technologies.

- Utilize inherited and learned technical knowledge to build tools that increase team efficiency and effectiveness.

- Influence the direction of the Intercom product through daily communication with customers and collaboration with product teams.

**First 6 Months** In your first 30 days:

- Complete company onboarding and CS-specific trainings.

- Start talking to customers in the inbox and build 'inboxing' fundamentals.

In your first 60 days:

- Continue CS trainings and independently inbox using provided resources.

- Demonstrate ownership in executing work and proactive communication.

In your first 90 days:

- Receive QA reviews and action feedback.

- Begin a personal growth tracker document with your manager.

- Contribute outside of the inbox by sharing suggestions and ideas.

- Meet KPI targets and demonstrate Intercom's values in your work.

**Requirements**

- 3-4+ years of technical support experience in a software/SaaS environment.

- Solid understanding of tech fundamentals and modern tools.

- Basic understanding of APIs and webhooks.

- Strong customer focus and communication skills.

- Strong problem-solving skills and ability to troubleshoot.

- Ability to take on and action feedback.

- Excitement for a support environment with AI solutions.

- Demonstrated success working with KPIs or metrics.

**Nice to Have**

- Experience using Intercom or similar SaaS platforms.

- Experience as Tier 2 or similar level of support.

- Experience in coaching and mentoring teammates.

- Experience in helping customers make the most of their current subscriptions.

- Experience in using AI tools to troubleshoot customer issues.

**Who You'll Be**

- Passionate about leveraging AI to enhance support experiences.

- Excited by ownership, accountability, and feedback.

- Hungry to learn, iterate, and help build something great.

**Benefits** Fin offers benefits and programs to support health, wellbeing, family, time away from work, and financial future. The company has a hybrid working policy, expecting employees to be in the office at least three days a week.

## Skills

### Required
- technical support
- AI tools
- Intercom
- APIs
- webhooks
- problem-solving
- communication

### Nice to have
- Intercom experience
- Tier 2 support experience
- coaching and mentoring
- AI tools experience

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/8173895?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)