1. Technical Support and Issue Resolution

•  Provide technical support for the Intercom platform, addressing customer issues related to chatbot configuration, API integrations, data migration, and more.
•  Handle customer technical tickets, emails, and offer assistance via online meetings.

2. Cross-Team Collaboration

• Collaborate closely with product and engineering teams to relay customer pain points, driving feature enhancements and bug fixes.
• Contribute to the development of the knowledge base by authoring technical documentation, tutorials, and FAQs to enhance customer self-service capabilities.

3. Customer Success Enablement

• Proactively identify customer needs, offering tailored technical advice to improve product utilization and customer satisfaction.
• Regularly compile customer feedback to provide data-driven insights for the product roadmap.

4. Continuous Learning and Growth

•  Stay abreast of new Intercom features and industry trends to enhance professional skills.
• Assist in onboarding new employees by sharing technical expertise and best practices.

1.Basic Qualifications

•  Bachelor's degree in IT, Computer Science, Marketing, or a related field (relevant experience may be considered in lieu of a degree.
•  Over 2 years of experience in SaaS or CRM technical support; Intercom certification is a plus.

2. Technical Skills

• Familiarity with Intercom or similar SaaS tools (e.g., Zendesk, HubSpot) and their API integrations.
• Basic programming skills (e.g., JavaScript, Python) to support automation workflow configurations.
•  Understanding of web development basics (HTML, CSS, JavaScript), Git, Ruby, Rails, APIs, REST API, SDKs, and Webhooks.

3. Customer Service Orientation and Problem-Solving Abilities

• Strong customer service mindset with excellent communication skills.
• Exceptional problem-solving capabilities and a quick learning aptitude.