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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and incident resolution, with a strong focus on customer service and collaboration across teams. Proficient in troubleshooting network issues and utilizing tools like Intercom to enhance user experience and operational efficiency.
Highest-signal resume keywords
Technical Support ExperienceIntercom ProficiencyTroubleshooting IP AddressingITIL Process KnowledgeCustomer Service Excellence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ResolutionTechnical Issue DiagnosisKPI TrackingAutomated Workflow CreationData Dashboard BuildingIP AddressingDHCP KnowledgeDNS KnowledgeMicrosoft Office 365Ticketing Process Improvement
Soft Skills
Empathetic User SupportExcellent Communication SkillsTeam CollaborationFlexibility in SupportLeadership in Team Management
Tools & Technologies
IntercomData DashboardsTicketing Systems
Industry Keywords
IT SupportCustomer Satisfaction MetricsBest Practices for Incident SupportHigh-Severity Incident ProceduresGlobal Coverage Experience
Tech Stack
Tools & technologiesDNS
About the role
Key responsibilities & impact- Triage and resolve critical incidents
- Provide first- and second-line IT support to partners
- Diagnose and resolve technical issues within the platform
- Handle issue tickets in Intercom
- Provide professional and empathetic user support
- Create and track KPIs and CSAT metrics
- Build data dashboards
- Define best practices and processes for technical incident support
- Follow high-severity and major incident procedures
- Create automated workflows
- Document and improve the daily ticketing process
- Provide strong customer service to help partners use the platform effectively
- Collaborate with Engineering and Product teams on customer feedback and feature requests
Requirements
What you’ll need- Previous experience in a similar product or technical support role
- Knowledge of troubleshooting IP addressing, DHCP, and DNS
- Team leading, rota management, and global coverage experience highly beneficial
- Previous experience with Intercom highly desirable
- Strong technical understanding and enthusiasm for new technologies
- Ability to work flexibly and support critical issues as required
- Working knowledge of ITIL processes highly beneficial
- Knowledge of Microsoft Office 365
- Excellent verbal and written communication skills
- Ability to collaborate effectively across teams
Benefits
Comp & perks- Steep and continuous learning curve with strong enablement
- High-trust and autonomous work environment
- Regular team social events every month
- Employee recognition programs for achievements and efforts
- Inclusive and equal-opportunity workplace
- Opportunity to make a real impact across the company