Technical Support Specialist

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...

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 Trailblaze...

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.
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

*Proof of eligibility to work in the United States is required.
The base salary range for candidates within the Greater Chicago Area is $65,000 - $74,000. Actual base pay will depend on a variety of factors such as education, skills, experience, location, etc. The