115 Technical Support jobs in Libertyville

Description

As a member of the Information Services Department, the Technical Support Analyst is responsible for providing outstanding phone and e-mail support as a first point of contact for users calling about computer questions, issues, and requests. This individual communicates courteously and effectively to all attorneys and staff to ensure high-level customer service standards are met. Please note that the required work schedule for this position is 11:00 am-8:00 pm Eastern Time (8:00 am-5:00 pm Pacific Time).

ESSENTIAL FUNCTIONS:

• Provides outstanding phone and e-mail support as a first point of contact with the IS HelpDesk for all Fox Rothschild computer users.

• Documents all pertinent end-user identification information and nature of problem or issues in Service Now system.

• Access knowledge bases and resources on the Internet to aid in problem resolution.

• Assists as a member of the team for the development and maintenance of the service desk application (Service Now), with team members to keep up to date with knowledge about the use of defined tools, templates and standards.

• Develops help sheets and frequently asked questions lists for Solutions knowledge base.

ADDITIONAL FUNCTIONS:

• Perform other duties, as assigned.

QUALIFICATIONS (EXPERIENCE, KNOWLEDGE, SKILLS AND ABILITIES):

Education:

• Associate's degree in related field or an equivalent combination of experience and education is required.

Experience:

• Minimum of two years of related experience in a technical phone support center/helpdesk environment; law firm experience preferred.

• Application support experience with Office 365 products with an emphasis on Word and Excel.

• Experience with DMS/FileSite a plus.

Knowledge, Skills, & Abilities:

• Working knowledge of network and local PC diagnostic utility tools.

• Exceptional written and oral communication skills.

• Ability to work in a fast-paced team environment.

• Exceptional customer service orientation.

• Flexibility of schedule, may need to cover other shifts, or occasional off-hour availability is required.

• Ability to absorb and retain information quickly.

• Ability to effectively prioritize and execute tasks in a high-pressure work environment.

WORK ENVIRONMENT & PHYSICAL DEMANDS:

This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL REQUIREMENTS

Medium Work: Exertion of physical strength to lift, carry, push, pull, or otherwise move objects 20 to 50 pounds frequently, and/or greater than negligible up to 10 pounds.

VISUAL ACUITY

Worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

COMPENSATION & BENEFITS

The salary ranges for this position apply to the respective listed locations. The salary range reflects a variety of factors that are considered in making compensation decisions, including but not limited to experience, education, licensure and/or certifications, geographic location, market demands and other business and organizational needs. It is not typical for an individual to be hired at or near the top of the range for a position. Reasonable estimates of the current ranges for this position are:

• Las Vegas: $60,000 to $5,000

• Atlantic City, Chicago, Denver, Minneapolis, Morristown, Princeton, Washington, D.C.: 68,900 to 75,000

• Los Angeles, New York, San Francisco, Seattle: 70,000 to 85,000

For information on Fox Rothschild's compensation and benefits visit: Compensation & Benefits (foxrothschild.com) (

DISCLAIMER

Fox Rothschild LLP is under no obligation to provide sponsorship for this position. Applicants must be currently authorized to work in the United States on a full-time basis now and in the future.

The above is intended to describe the general content of and requirements for the performance of this job. It is not a contract or employment agreement and is not to be construed as an exhaustive statement of all functions, responsibilities, or requirements the employee may be required to perform, and the employee may be required to perform additional duties. Additionally, management reserves the right to review and revise the job description at any time. Employment with the firm is at-will. Employees must be able to satisfactorily perform all of the essential functions of the position with or without a reasonable accommodation. If an accommodation request would cause an undue hardship or a safety concern, the individual may not be eligible for the position.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights ( notice from the Department of Labor.

Job Description Summary

Technical Support Specialist

Job Description

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health is our Purpose, and it's no small feat. It takes the imagination and passion of all of us-from design and engineering to the manufacturing and marketing of our billions of MedTech products per year-to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you'll be supported to learn, grow and become your best self. Become a maker of possible with us.

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata's pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.

This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.

Key Responsibilities

• Demonstrates effective use of phone and email for communication channel

• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes. Uses plain talk to explain sophisticated or technical concepts

• Sets clear objectives and measure for expectations and timelines (Internal or External)

• Supports the resolution of trending issues

• Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)

• Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts

• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountability

• Models and sets expectations for high-quality personal case management

• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process

• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)

• Knows and supports teammates' work and results. Helps teammates who need or ask for support or assistance

• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner

• Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies

• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.

• Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress

• Ensures good decisions are made when resolving new/recurring/ongoing cases

• Peer mentor and actively partners cross-regionally and across teams to tackle issues

• Accurately assesses priority level and actively seeks to assist peers in assessing priority

• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments

• Maintains a knowledge base of the products, prices and services available to the customer

• Understanding of how our products enhance and interact with client workflow

• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues

• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Administrative /Other

• Alignment to work and call schedules

• Timely completion of any Company or Department required training.

• Performs other administrative tasks as needed

Knowledge and Skills required:

• Demonstrated customer service experience in a technical support environment.

• Demonstrated technical ability.

• Possess solid customer service skills.

• Ability to ensure effective solve techniques with end users of various levels of technical expertise.

• Superb communication skills including good grammar, enunciation and listening skills.

• Highly motivated to provide superior customer care.

• Familiarity with basic networking hardware and software components.

• Ability to work in a team environment.

• Self-motivated individual with good work ethic.

• Able to work with minimal supervision.

• Willingness to extend him/herself beyond the specified workday as required by the situation.

• Possess the abilities vital to document practices and procedures.

Education and Experience required:

• Associate's degree in business or technical field with 1-2 years of technical support experience OR equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.

• Customer service support experience in an IT support setting

• Ability to comprehend technical issues and read technical manuals.

• Ability to travel up to 15% domestic travel as needed, including travel for in person training

Preferred Qualifications:

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.

• Software knowledge; Microsoft certification or IT support experience a plus.

Work Environment and Physical Demands

• Flexible in working hours, primarily supporting during the hours of department operation.

• Hours of Operation: 24 hours a day, seven days per week, including all holidays.

• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.

The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.

• Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.

• Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.

• The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.

• The position may involve sitting for prolonged periods.

• The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.

• Additional physical tasks may be necessary depending on operational needs.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company's receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD's Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It's also a place where we help each other be great, we do what's right, we hold each other accountable, and learn and improve every day.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you'll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.

To learn more about BD visit?

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

#earlycareer

Required Skills

Optional Skills

.

Primary Work Location

USA WI - Pleasant Prairie

Additional Locations

Work Shift

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

Job Description

The Technical Support Specialist acts as first line of support for KeepStock issues in the field, monitors system failures, communicates technology deployments to the end user community, and assists with technology changes.

Compensation: $18-$21 per hour. Exact compensation may vary based on several factors, including skills, experience, and education.

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form ( . The EEOC "Know Your Rights" Poster is available here ( .

To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: .

Skills and Requirements

-BS/BA or equivalent preferred

-0 to 2 years of experience in customer service or tech support

-Must have outstanding verbal and written communication skills

-Working knowledge of the KeepStock systems and solutions preferred

-Working knowledge of Microsoft Office Suite -Customer service and Tech support experience null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to

We are the makers of possible

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you’ll be supported to learn, grow and become your best self. Become a maker of possible with us.

Technical Support Specialists (TSS) provide technical phone support and problem resolution for customers of Parata’s pharmacy automation solutions. TSS will instruct customers and field engineers in the basic operation and maintenance of the hardware, software and related network and database applications. Prior customer service experience and strong digital literacy are a must.

This role is based in our Pleasant Prairie, WI office, with an in-office schedule from Monday to Thursday and work remotely on Fridays.

Key Responsibilities

• Demonstrates effective use of phone and email for communication channel
• Adapts the content, tone, style, and form to suit the needs of the reader, the subject, and the purpose of the communication by use of clear and succinct information when documenting case notes.  Uses plain talk to explain sophisticated or technical concepts
• Sets clear objectives and measure for expectations and timelines (Internal or External)
• Supports the resolution of trending issues
• Sets clear expectation and models behavior to encourage high level maintenance of data quality and integrity (CRM)
• Provides the pertinent information agents and specialists need to be successful and promotes customer-centric concepts
• Provides progress updates to customer. Seeks customer feedback and ensures needs have been fully met

Accountability

• Models and sets expectations for high-quality personal case management
• Mentors and moderates process, progress, and results to ensure alignment to process checklists & collaboration process
• Models continuous learning and cultivates an environment to encourage others to continue customer education (clinical and technical)
• Knows and supports teammates’ work and results. Helps teammates who need or ask for support or assistance
• Addresses issues in an open, constructive, professional manner, and persuades others to approach issues in the same manner
• Displays a positive demeanor about the work to be done, co-workers, customers, management, and employer policies
• Asks for and uses feedback to improve performance. Seeks and acquires new competencies, work methods, ideas, and information that will improve own efficiency and effectiveness on the job

Problem Solving / Decision Making

• Consults with field service engineers and other support staff; applies technical knowledge to diagnose problem; refers to technical manuals and schematics; requests assistance, as vital, from more senior staff; following up with local service personnel to ensure problem resolution and customer satisfaction.
• Sponsors, selects team members, take ownership and collaboratively guides the resolution activities and Root Cause Investigation (RCA) progress
• Ensures good decisions are made when resolving new/recurring/ongoing cases
• Peer mentor and actively partners cross-regionally and across teams to tackle issues
• Accurately assesses priority level and actively seeks to assist peers in assessing priority
• Remains open to many approaches to address needs or resolve issues. Seeks suggestions from other parties

Technical

• Sophisticated understanding of BD products and how technical support and Field supports them in our customers' environments
• Maintains a knowledge base of the products, prices and services available to the customer
• Understanding of how our products enhance and interact with client workflow
• Ability to identify issue-trends and uses available tools, resources, and team collaboration to solve customer issues
• May represent Technical Assistance Center interests on multi-functional project teams as needed.

Administrative /Other

• Alignment to work and call schedules
• Timely completion of any Company or Department required training.
• Performs other administrative tasks as needed

Knowledge and Skills required:

• Demonstrated customer service experience in a technical support environment.
• Demonstrated technical ability.
• Possess solid customer service skills.
• Ability to ensure effective solve techniques with end users of various levels of technical expertise.
• Superb communication skills including good grammar, enunciation and listening skills.
• Highly motivated to provide superior customer care.
• Familiarity with basic networking hardware and software components.
• Ability to work in a team environment.
• Self-motivated individual with good work ethic.
• Able to work with minimal supervision.
• Willingness to extend him/herself beyond the specified workday as required by the situation.
• Possess the abilities vital to document practices and procedures.

Education and Experience required:

• Associate’s degree in business or technical field with 1-2 years of technical support experience OR equivalent of 2 or more years of applicable experience may be substituted for the formal education requirement.
• Customer service support experience in an IT support setting
• Ability to comprehend technical issues and read technical manuals.
• Ability to travel up to 15% domestic travel as needed, including travel for in person training

Preferred Qualifications:

• One industry specific certification strongly desired (CompTIA A+, Net+, Security+) or equivalent.
• Software knowledge; Microsoft certification or IT support experience a plus.

Work Environment and Physical Demands

• Flexible in working hours, primarily supporting during the hours of department operation.
• Hours of Operation: 24 hours a day, seven days per week, including all holidays.
• Has ability to work weekend shifts and holiday coverage, as scheduled, on a rotational basis.

The above characteristics are representative of the physical and environmental conditions typically encountered while performing the essential functions of this position. Reasonable accommodations may be made, upon request and when feasible, to enable individuals with disabilities to perform these functions without undue hardship to the organization.

• Work is primarily performed in an office setting, with limited exposure to adverse environmental conditions.
• Duties may involve frequent use of hands and fingers for activities such as typing, grasping, pinching, and other repetitive motions.
• The role may require the ability to view a computer screen for extended periods, as well as the ability to communicate effectively, including speaking and hearing.
• The position may involve sitting for prolonged periods.
• The ability to occasionally lift, carry, push, or pull up to 30 pounds and frequently handle items up to 5 pounds may be required.
• Additional physical tasks may be necessary depending on operational needs.

At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.

For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.

Why Join Us?

A career at BD means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.  

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At BD, you’ll discover a culture in which you can learn, grow, and thrive. And find satisfaction in doing your part to make the world a better place.  

To learn more about BD visit 

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally-protected characteristics.

#earlycareer

Required Skills

Optional Skills

.

Job DescriptionJob Description

Technical Support Specialist is responsible for assisting clients and exhibitors with questions or technical issues related to lead retrieval. The ideal candidate will have strong communication skills and a background in customer service and a general knowledge of software and hardware. Often tasked with being onsite at conferences, events, and trade shows, it is essential that the TSS be personable and professional.

Duties/Responsibilities:

• Identifies, investigates, and resolves users problems with computer software and hardware.
• Consults with users to determine steps and procedures taken to identify and resolve the problem.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Collaborates with other staff to research and resolve problems.
• Maintains knowledge of technology innovations and trends.
• Hands on ability to utilize, implement, repair, update various computer software and hardware.
• Represent eShow’s products and services with an understanding of how our solutions meet our customers’ needs.
• Generate new sales onsite and support sales made online.
• Maintain working relationships with existing customers to ensure exceptional service.
• Create and maintain documentation for lead retrieval sales, including but not limited to order forms, emails, webpages, and pdf.
• Communicate effectively with customers to assist with their lead retrieval needs.
• Fields support calls, chat, email, and/or other communication from users.
• Performs other related duties as assigned.
• Ability for frequent travel / around 10-20 days per month (as needed)

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Professional and pleasant email & telephone manner.
• Ability to explain technical issues to technical and nontechnical employees and customers.
• Strong analytical and problem-solving skills.
• Proficient with Microsoft Office Suite, Google Suite or related software.
• Proficient with or the ability to quickly learn an array of computer hardware and software.
• Strong attention to detail and organizational skills
• Effective time management skills and multi-task oriented
• Ability to perform within short term deadlines and work in a team environment
• Ability to communicate clearly with personnel at all levels of education, inside and outside the organization
• Proficient with Google applications

Skills/Certifications/Abilities:

• Experience in Sales and/or Event Management in the Tradeshow Industry or a combination
• Network+
• A+
• Any higher or relevant certifications considered

Requirements:

• Ability for frequent travel / around 10-20 days per month (as needed)
• Hybrid Remote/Onsite/In Office Position (as needed)
• Willingness to work weekends when needed or long hours
• Ability to sit and stand for long periods of time
• Pull/push equipment used for Onsite
• Lift and pull up to 50 pounds

Job Perks:

• Salary with potential annual raises (Bi-weekly pay)
• Paid Holidays/10 days PTO
• Medical/Dental/Vision Insurance and 401(k)
• Paid Travel Opportunities with per diem
• Pay: $36,000-$42,000 per year

Company DescriptionJoin eShow and Shape the Future of Event Management!

At eShow, we’re revolutionizing the event management industry with cutting-edge technology and innovative solutions. Founded in 1996, eShow was built to tackle the challenges event organizers face, and today, our dynamic, all-in-one event management platform empowers organizations to plan, execute, and measure their events seamlessly.
Our comprehensive suite of tools, including Registration Management, Conference Management, Exhibit Management, Mobile App solutions, and more, helps streamline every aspect of event planning.

At eShow, we don’t just provide software—we deliver efficiency, innovation, and game-changing solutions that redefine event success. We’re looking for passionate, forward-thinking professionals who are ready to make an impact in a fast-growing industry.

Join our team and be part of shaping the future of events!

For additional information, please visit DescriptionJoin eShow and Shape the Future of Event Management!

At eShow, we’re revolutionizing the event management industry with cutting-edge technology and innovative solutions. Founded in 1996, eShow was built to tackle the challenges event organizers face, and today, our dynamic, all-in-one event management platform empowers organizations to plan, execute, and measure their events seamlessly.
Our comprehensive suite of tools, including Registration Management, Conference Management, Exhibit Management, Mobile App solutions, and more, helps streamline every aspect of event planning.

At eShow, we don’t just provide software—we deliver efficiency, innovation, and game-changing solutions that redefine event success. We’re looking for passionate, forward-thinking professionals who are ready to make an impact in a fast-growing industry.

Join our team and be part of shaping the future of events!

For additional information, please visit

• Ensure service is provided in accordance with 1WorldSync Service Desk Operating Procedures and adheres to defined Service Level Agreements
• Actively seek to understand the customer's needs and/or the root cause of the current inbound request
• Lead "voice of client" communication process with Product Management, to define requirements for product improvements and new features to grow and scale the business
• Manage inbound requests from customers
• Resolve assigned customer inbound requests within established service levels and balancing workload
• Monitor, balance, and help to resolve functional escalations from agents in partner locations
• Actively participate in the 1WorldSync Customer Community
• Continuously strive to become subject matter expert in all 1WorldSync customer facing applications and internal service desk tools and technologies
• Own and drive both external client projects and internal projects to improve how we work including client upgrades, internal tools, and documentation
• Perform quality assurance management and testing for clients
• Follow established protocols to escalate appropriate requests to more advanced functions within the service model
• Provide after-hours support for priority incidents as needed
  
  

• Bachelor's degree or practical equivalent experience
• 1+ years working in a client-facing technology role
• 1+ years of experience in a call center environment or equivalent is required
  
  

• Proven problem solving skills and ability to communicate technical concepts to both technical and non-technical coworkers and clients
• Proven ability to analyze data sets for both issue resolution and optimization
• HTML, JavaScript, XML, CSS, and SQL knowledge a plus
• Solid teamwork qualities and ability to work effectively in a matrix environment
• Excellent technology problem-solving skills
• Demonstrates 1WorldSync Core Values (Teamwork, Continuous Improvement, Humility, Integrity) in Action
  
  

• $25.48 - $27.40 per hour base salary, depending on experience.
• This is a full-time, non-exempt position.
• This role is eligible for an annual discretionary corporate bonus.
• Candidates can expect salary offers that range from the minimum to the midpoint of the salary range.
• 1WorldSync provides full pay ranges so candidates can consider their growth potential.
  
  

• Incredible health benefits (FSA and HSA options), with dental and vision coverage.
• 401(k) plan with employer match.
• Paid time off as well as company holidays, volunteer time off, sick time, bereavement leave, and 12 weeks of fully paid parental bonding leave.
• Short and long term disability and life insurance.
• Additional optional benefits, including a comprehensive legal plan, pre-tax parking and transit accounts, critical illness insurance, accident insurance, identity theft prevention, tuition reimbursement, and pet insurance.
  
  

• This is a hybrid position that requires 3 days per week at our Chicago headquarters location.
• This role requires the candidate to have the authority to work in, and be located in the US.
  
  

1WorldSync will provide reasonable accommodations during the application process upon request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact us at (emailprotected).

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.

Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.

What's the opportunity?

We're looking for an experienced, curious, and collaborative Technical Support Specialist (TSS) who can hit the ground running with minimal direction and help shape the future of our Support organization.

This is not your typical support role. As a Technical Support Specialist, you'll own complex technical queries, act as a trusted advisor to both customers and internal teams, and help drive improvements in product, processes, and peer development. You'll be a change agent on the team solving high-impact problems, supporting cross-functional partners, and driving high-impact, AI-informed solutions.

If you're the kind of person who thrives in fast-paced environments, loves solving puzzles, and you're sharing feedback, spotting gaps, and constantly looking for better ways to serve our customers, this is the role for you!
Why Join Us

This role is a chance to deepen your technical skills, expand your influence, and help shape a fast-moving team that's redefining what great support looks like. You won't just be answering tickets - you'll be helping build the future of how we support customers.
What will I be doing?
Customer-Facing Work & Team Collaboration

• Communicating efficiently and effectively with our customers - we use our own product to do most of our support, but outbound phone calls are part of our offering too.
• Experience in chat, email, and/or video-based customer support.
• Display strong communication skills-able to break down complex topics for non-technical users.
• Provide a consultative approach to customer interactions, proactively identifying ways to help users succeed.
• Ability to support 60-70 customers per week, providing efficient and meaningful support.
• Take ownership of complex customer questions across our suite of products - from first contact to final resolution.
• Confidently diagnose, reproduce, and troubleshoot technical issues (APIs, webhooks, SDKs, and more).
• Navigate ambiguity using structured thinking, creativity, and a strong product mindset.
• Act as a mentor providing feedback, initiating upskilling, and modeling best practices.
• Coach peers through tough tickets while flagging trends that impact Support.
• Share insights and improvements to help evolve how our team supports customers and collaborates internally.

• Technical Support Experience. You've spent 3-5 years in customer support , with 1-2 years in SaaS, B2B, or complex product environments. You know what good support looks like and what it takes to deliver it.
• Technically Fluent. You're confident in navigating APIs, debugging workflows, and digging into systems to get to the root of an issue.
• A Confident Communicator. You explain technical topics in simple, human language and can shift tone based on the situation.
• Self-Directed. You plan your workload based on urgency and impact. You don't wait for someone to assign you tasks - you find the work that matters and do it.
• Curious + AI-Passionate. You're excited about the role AI plays in customer support and you stay informed on new tools, features, and workflows (specifically our AI Agent Fin).
• A Team Player & Coach. You uplift others through mentorship, thoughtful feedback, and by modeling the behaviors that make a high-performing team.

• Experience using Intercom, or similar SaaS platforms.
• Comfort with tools like GitHub, logging platforms, or browser dev tools.
• Experience writing or maintaining self-serve documentation, macros, or AI prompts.
• A passion for teaching, mentoring, or leveling up others in your team.
• Previous experience in a fast-growing startup environment.

• Are passionate about leveraging AI to enhance support experiences and drive team performance.
• See support as an exciting opportunity to solve daily customer related puzzles.
• Like finding ways to work smarter, not just harder.
• Are hungry to learn, iterate, and help build something great.
• Are excited by ownership, accountability and feedback-you don't just do the work, you shape how it's done, and are ok with sharing both constructive feedback & kudos about it.

• Competitive salary and meaningful equity.
• Comprehensive medical, dental, and vision coverage.
• Regular compensation reviews - great work is rewarded!
• Flexible paid time off policy.
• Paid Parental Leave Program.
• 401k plan & match.
• In-office bicycle storage.
• Fun events for Intercomrades, friends, and family!