Fin4 дня назад

Специалист технической поддержки

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РЫНОК

12 592 ₽медиана по профессии

IT Support / Helpdesk · 117 вакансий с указанной зарплатой

5 250половина предложений: 9 583–16 667132 617

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Sydney

Обязанности

01Communicating efficiently and effectively with our customers, using our own product for support and making outbound phone calls
02Owning customer communications and issues from initial contact until resolution
03Becoming an encyclopedia of knowledge about how Intercom works and its capabilities
04Ensuring all customers have a great experience by making the product easy to use, reliable, bug-free, and fast
05Working directly with product teams to identify issues and offer informed opinions on potential solutions based on customer feedback
06Debugging complex issues with an understanding of both our own codebase and customer technologies
07Utilizing technical knowledge to build tools that increase team efficiency and effectiveness
08Influencing the direction of the Intercom product through daily customer communication and collaboration with product teams

013-4+ years of technical support experience, ideally within a software/SaaS environment
02Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)
03A basic understanding of APIs and webhooks, and navigating developer documentation for Intercom’s REST API
04Strong customer focus (excels at & enjoys helping customers)
05Strong communication skills (ability to question, clarify, empathize, use appropriate tone & language, be personable)
06Strong problem solving skills (ability to think critically and learn on-the-fly)
07Ability to troubleshoot and utilize resources to answer questions on baseline topics
08Ability to take on & action feedback, as well as deliver feedback consistently and at a high quality to peers, managers and cross-functional partners
09Excitement for a support environment that has fully embraced AI solutions
10Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas