{"id":26213,"date":"2021-08-04T17:38:50","date_gmt":"2021-08-04T16:38:50","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=26213"},"modified":"2021-09-02T11:45:21","modified_gmt":"2021-09-02T10:45:21","slug":"customer-support-interview-at-intercom","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/customer-support-interview-at-intercom\/","title":{"rendered":"Nailing your customer support interview at Intercom"},"content":{"rendered":"

Preparing to interview for a new job is challenging. It takes time, energy, and foresight to anticipate what you might be asked. And if you\u2019re like me, you\u2019re probably left wondering afterwards if you said the right things or shared the right examples.\u00a0<\/span><\/p>\n

When we\u2019re looking for our next incredible support teammate, we want to set up every candidate to give the best interview they can. Intercom\u2019s company mission is to \u201cmake internet business personal\u201d and we aim to bring the same personal touch to our interviewing process. We\u2019re not interested in catching you out or putting you on the spot \u2013 we\u2019re excited to have a conversation with you.<\/span><\/p>\n

\u201cSharing our process and letting you know what we\u2019re looking for means we\u2019re likely to meet stronger applicants\u201d<\/p><\/blockquote>\n

Sharing our process and letting you know what we\u2019re looking for means we\u2019re likely to meet stronger applicants \u2013 but it also saves you time and gives you an opportunity to show us that you\u2019re invested and willing to put in the necessary work. In this post, we\u2019ll cover everything you need to know to feel comfortable and prepared when interviewing for our Customer Support team.\u00a0<\/span><\/p>\n

The Customer Support interview process<\/span><\/h2>\n

Whether you\u2019re applying for a Customer Support Specialist role, or a Customer Support Engineer role, the process is very similar. Our Support Engineers partner with our customers to tackle the challenging technical issues they face in innovative ways. Our Support Specialists are responsible for onboarding, educating, and supporting our customers on a global level. Both are integral to what we do here at Intercom.<\/span><\/p>\n

Here, we\u2019ve outlined the support interview process for both, from start to finish. This flow may vary slightly from time to time, but it gives a great indication of our general format. We hope it helps you to feel confident and prepared.<\/span><\/b><\/p>\n

1. The application and phone screen<\/b><\/h3>\n

Once you\u2019ve submitted your application for one of our open support positions, our recruiters will be in touch. If your background looks like a good fit, we\u2019ll schedule a brief phone conversation. At this stage, we\u2019re mostly interested in getting to know you better. Why are you excited for the role, and why Intercom? What sort of background do you have in the customer support space? What are your hobbies and interests?<\/span><\/p>\n

Although it may sound a little clich\u00e9d, the best approach at this stage is to be yourself! This is your chance to highlight your excitement and interest in the role. If you\u2019re successful here, you\u2019ll receive a take-home test to complete within 24 hours.<\/span><\/p>\n

2. The take-home test<\/b><\/h3>\n

The take-home test will vary slightly depending on the role you\u2019re applying for. But for both positions, we\u2019re looking to learn more about your communication style and technical skills. We mainly support our customers via our <\/span>Messenger<\/span><\/a>, so it\u2019s important to have strong grammar and spelling, and to express your writing style through your answers. Read, re-read, and re-re-read your assessment before sending it back.\u00a0<\/span><\/p>\n

For Support Specialists, we\u2019ll ask a few questions to gauge:<\/span><\/p>\n