- Respond to incoming chats in Intercom for Core clients with speed and accuracy
- Triage each conversation by resolving issues directly or escalating cleanly
- Follow up on snoozed and pending conversations to ensure resolution
- Maintain queue hygiene and response time standards throughout the shift
- Validate support articles, macros, and bot responses to identify outdated information
- Stay current on product changes and releases to provide accurate support
- Identify recurring patterns and surface trends to the Support Lead
- Collaborate with L1 and L2 teammates to share context and close knowledge gaps
- Hand off escalations with full context to ensure a seamless customer experience
TroubleshootingCustomer supportCustomer Success+2 more