Technical Support Specialist

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.