Specialty
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The role
The company is hiring a Technical Support Advocate (Tier 1) to support users of Gamma, a presentation and website tool, over chat and email in Intercom. The work involves troubleshooting and guiding customers through platform features. Candidates must be available during US business hours.
What you will do
- Answer customer questions by chat and email in Intercom
- Troubleshoot issues with presentations, website building, accounts and platform functionality
- Guide users through AI content generation, templates, publishing and collaboration tools
- Log interactions, track recurring issues and help improve the knowledge base
- Escalate complex technical issues to tier 2 support or development teams
- Teach users platform capabilities and best practices
What they ask for
- 2 years of SaaS customer or technical support experience
- Familiarity with help desk or ticketing tools; Intercom is a plus
- Familiarity with website builders, CMS or presentation software
- Strong technical aptitude for troubleshooting web apps
- Excellent written communication when explaining technical concepts
- Comfortable using several applications at once and managing time well
- Available for US business hours, with flexibility as needed
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