Intercom is an AI-first customer service platform that helps businesses deliver better, faster, more personalized support.
Intercom is bringing AI-first Customer Service to the world, dramatically improving experiences for customers, support agents, and managers alike.Modern, fast, and easy-to-use, Intercom’s complete AI-first Customer Service Platform enhances the customer experience, improves operational efficiency, and scales with our customers’ business every step of the way. Intercom is also the most innovative and fastest improving product on the market. Shipping over 200 product improvements every year, Intercom is bringing AI features to market before anyone else.
What's the opportunity? 🤔
We are seeking an experienced Implementation Engineer to join our team! In this role, you will be responsible for assisting our customers with the technical aspect of Intercom Implementation, which may include migrating their customer support operations from their current tool. Your primary focus will be to provide exceptional technical expertise throughout the implementation and to ensure that the technical solutions implemented meet our customers’ needs. If you have a strong background in technical software implementation, excellent problem-solving skills, and a passion for helping customers succeed, we would love to hear from you.
What will I be doing? 🚀
- Serve as the primary technical contact for customers who are implementing Intercom.
- Conduct detailed discovery sessions with customers to gather information about their specific needs, data structures, and integration requirements.
- Analyze customers' existing support processes and workflows in their current tool, and provide recommendations on how to map those processes to Intercom's capabilities.
- Configure and customize the Intercom platform based on customers' requirements, ensuring that all integrations, automation rules, and reporting capabilities are properly set up.
- Assess customer requirements, develop implementation plans, and set clear expectations regarding timelines and deliverables.
- Collaborate with internal teams, such as sales, engineering, product management, and support, to address any challenges and ensure a smooth implementation experience.
- Develop data migration strategies and perform data migrations from the customer's current tool to Intercom.
- Conduct training sessions and workshops to educate customer support agents on how to effectively use Intercom's features and functionalities.
- Provide ongoing support and troubleshooting assistance to customers during and after the migration process, ensuring their satisfaction and successful adoption of Intercom as their primary customer support platform.
- Stay up-to-date with the latest features and enhancements of Intercom and provide valuable insights and recommendations to customers.
What skills do I need? 📖
- Bachelor's degree in a relevant field or equivalent practical experience.
- Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels.
- Proven experience in customer support system implementation or engineering roles; experience with Intercom, Zendesk, FreshDesk, HelpScout or similar customer messaging / customer support platforms is highly desirable.
- Knowledge of and experience integrating with RESTful APIs using JSON.
- Knowledge of and experience with data conversion and migration.
- Strong technical proficiency and the ability to understand and configure software integrations.
- Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions.
- Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
- Ability to handle multiple implementation projects simultaneously and prioritize tasks effectively.
- Ability to thrive in a fast-paced, dynamic environment and meet tight deadlines.
- Passion for delivering exceptional customer service and driving customer success.
Benefits 😍
We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! :)
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Open vacation policy and flexible holidays so you can take time off when you need it
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done
Policies
Intercom 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 two days per week.
We have a radically open and accepting culture at Intercom. 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.
Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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