Technical 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, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI 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, giving modern support teams one single system.

Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI.

Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce.

What's the opportunity?

With the advent of AI, the nature of customer support has changed dramatically - as have the humans who provide it. Our next Technical Support Specialist will be someone who thrives in autonomy, is deeply curious, fluent in AI tools and holds an extremely high bar not just for themselves, but for their teammates.

What will I be doing?

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
• Owning customer communications and issues from initial contact until resolution.
• Becoming an encyclopedia of knowledge about how Intercom works and what it is capable of.
• Being the one responsible, along with the Support team, to ensure that all customers have a great experience with the product - a crucial part of the role is ensuring we make the product as easy to use, reliable, bug-free, and fast as possible.
• Working directly with product teams to identify current issues and, synthesizing the diverse feedback you hear from our customers, offer informed opinions on potential solutions.
• Debugging complex issues with an understanding of both our own codebase and the many technologies employed by our customers.
• Utilizing inherited and learned technical knowledge to build tools that will help increase the efficiency and effectiveness of the team and its processes.
• Influencing the direction of the Intercom product through daily communication with our customers and consistent collaboration with our product teams.

What Your First 6 Months Will Look Like

In your first 30 days you will:

• Complete company onboarding, becoming familiar with Intercom's values, strategy, and goals.
• Dive into CS-specific trainings to learn the product and CS workflows and successfully pass relevant assessments.
• Start talking to customers in the inbox and build "inboxing" fundamentals through Paired Inboxing sessions.
• Showcase successful and proactive communication about your training progress and needs/questions that arise.

In Your First 60 Days, You Will

• Continue to complete CS trainings and pass relevant assessments successfully and on schedule.
• Independently inbox using the resources and supports provided; be able to identify Problems to be Solved and address all pieces of the customer's query.
• Demonstrate ownership in the execution of your work.
• Showcase successful and proactive communication, building on above - begin a habit of having items prepared for 1:1 discussion and driving the agenda.

In Your First 90 Days, You Will

• Receive QA reviews and action feedback.
• Begin a personal growth tracker document (or Individual Development Plan) with your manager for ongoing development and showcase a proactive approach to personal and career development.
• Contribute outside of the inbox via sharing suggestions and ideas for how we can improve.
• Successfully meet KPI targets and/or goals.
• Demonstrate Intercom's Values in your work and alignment with the company vision and strategy.

What skills do I need?

• 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 Intercom'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.

Bonus skills & attributes

• Experience using Intercom, 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.

You'll Thrive Here If You

• Are passionate about leveraging AI to enhance support experiences and drive team performance.
• See support as an exciting opportunity to solve daily customer related puzzles.
• Like finding ways to work smarter, not just harder.
• Are hungry to learn, iterate, and help build something great.
• Are excited by ownership, accountability and feedback—you don't just do the work, you shape how it's done, and are ok with sharing both constructive feedback & kudos about it.

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. At Fin, we want to give people what they need to do the best work of their careers. Our benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future. Offerings vary by location in line with local practices and requirements. Learn more about working at Fin and the benefits we offer at fin.ai/careers. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Policies

Fin has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.

We have a radically open and accepting culture at Fin. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values.

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.