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Fin, an AI Customer Agent company (part of Intercom), is seeking a Technical Support Specialist to join their Sydney office. This role focuses on delivering world-class technical support for Fin's AI-powered customer support platform, which helps businesses provide exceptional customer experiences across service, sales, and ecommerce channels.
You will own complex technical queries around Fin's most nuanced features, serving as an escalation point for colleagues on tricky investigations. Your responsibilities include communicating efficiently with customers via multiple channels (inbox and phone), owning customer issues from initial contact through resolution, and becoming a deep expert on how Intercom and Fin work. You'll collaborate directly with product teams to identify issues, synthesize customer feedback, and influence product direction. The role involves debugging complex technical issues, understanding both Intercom's codebase and customer technologies, and building tools to improve team efficiency.
In your first 30 days, you'll complete company onboarding, dive into CS-specific training, start handling customer inquiries through paired inboxing sessions, and demonstrate proactive communication. By day 60, you'll independently handle inbox work, identify problems to solve, and show ownership in execution. By day 90, you'll receive QA reviews, establish a personal development plan, contribute improvement suggestions, meet KPI targets, and demonstrate alignment with Intercom's values.
The ideal candidate has 3-4+ years of technical support experience in a software/SaaS environment, solid technical understanding, strong communication skills, and fluency with AI tools. You thrive in autonomy, are deeply curious, hold high standards for yourself and teammates, and get energized by constant learning in a fast-shipping product environment.
