AI-Powered Tech Support Specialist

Fin; Sydney; Hybrid; AUD 85,000 - 120,000; Full time

Benefits offered by this job

Hybrid work policy

Job summary

Fin, now part of Salesforce, seeks a Technical Support Specialist who thrives in autonomy, is deeply curious about AI tools, and upholds a high bar for teammates and customers. You will own customer communications from first contact to resolution, become the Intercom expert, and collaborate with product teams to identify issues and implement solutions.

You will debug complex problems and build tools to boost efficiency and product quality.

Qualifications

• 3-4+ years of technical support experience in software/SaaS.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda).
• A basic understanding of APIs and webhooks, navigating developer documentation to know what is and isn’t possible with Intercom's REST API.
• Strong customer focus (excels at helping customers).
• Strong communication and problem-solving skills; able to learn quickly and adapt.

Responsibilities

• Own customer communications from initial contact until resolution.
• Become an encyclopedia of knowledge about Intercom and its capabilities.
• Work with product teams to identify issues and propose solutions.
• Debug complex issues with understanding of codebase and customer technologies.
• Build tools to increase team efficiency and process quality.
• Influence the Intercom product direction through customer feedback.

Skills

Technical support experience

Strong communication skills

Customer-focused

Curiosity about AI systems

Problem-solving skills

Tools

Intercom

Slack

Chrome

Coda

REST API

Job description

Fin, now part of Salesforce, seeks a Technical Support Specialist who thrives in autonomy, is deeply curious about AI tools, and upholds a high bar for teammates and customers. You will own customer communications from first contact to resolution, become the Intercom expert, and collaborate with product teams to identify issues and implement solutions.

You will debug complex problems and build tools to boost efficiency and product quality.