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Technical Support Specialist

intercom· 183 open roles

Location TBD On-siteFull-time2 weeks ago
Salaryest.
$60,000 - $90,000
Experience
Mid
Job Type
Full-time
Posted
2 weeks ago
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About This RoleAI processing…

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

Our AI Agent Fin is the highest-performingAI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

Key ResponsibilitiesTypical for this role

  • 1
    Drive day-to-day execution of the work outlined in this role
  • 2
    Collaborate with cross-functional partners to deliver outcomes
  • 3
    Communicate progress, blockers, and decisions clearly
  • 4
    Continuously improve how the team operates

Requirements

  • 3-4+ years of technical support experience, ideally within a software/SaaS environment.
  • Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.)
  • A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Fin's REST API.
  • Strong customer focus (excels at & enjoys helping customers)
  • Strong communication skills (ability to question, clarify, empathize, use appropriate tone & language, personable)
  • Strong problem solving skills (ability to think critically and learn on-the-fly)
  • Ability to troubleshoot and utilize resources to answer questions on baseline topics
  • Ability to take on & action feedback, as well as deliver feedback consistently and at a high quality to peers, managers and cross-functional partners.
  • Excitement for a support environment that has fully embraced AI solutions as the next step towards providing world-class customer support.
  • Demonstrated success working with Key Performance Indicators (KPIs) or other metrics/quotas.
  • Experience using Fin, or similar SaaS platforms.
  • Experience as Tier 2 or similar level of support.
  • Experience in coaching & mentoring teammates.
  • Experience in helping customers make the most of their current subscriptions.
  • Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

Perks & Benefits

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!
Unlimited access to Claude Code and best-in-class AI tools; experimentation & building is encouraged & celebrated
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
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 also offer Windows for certain roles when needed.

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