AI-Powered Technical Support Specialist

Fin. The highest performing Customer Agent

Chicago (IL)

Hybrid

USD 62,000 - 74,000

Full time

14 days+

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Benefits offered by this job

Competitive salary

Meaningful equity

Healthcare coverage

Flexible PTO

Parental Leave

401(k) with match

Bicycle storage

AI tools access

Job summary

Fin, the AI customer agent company, is seeking a Technical Support Specialist in the Greater Chicago Area. You will own complex technical queries, act as escalation for colleagues, and use AI tools to deliver world-class support.

In the first 90 days you’ll onboard, complete CS trainings, and begin building inboxing skills while collaborating with product teams to improve the platform. We offer a hybrid environment with strong benefits.

Qualifications

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 KPIs or other metrics/quotas.

Responsibilities

Communicate efficiently with customers using our product; outbound calls are part of offering.
Owning customer communications from initial contact to resolution.
Become an encyclopedia of knowledge about how Fin works and what it is capable of.
Ensure customers have a great product experience; make it easy to use, reliable, bug-free, and fast.
Work with product teams to identify issues and suggest solutions.
Debug complex issues with understanding of our codebase and customer tech.
Build tools to increase team efficiency and effectiveness.
Influence product direction through customer feedback and collaboration with product teams.