Customer Support Hero

IntuiLab is the maker of IntuiFace, the leading platform to create, deploy, measure and manage deeply interactive digital experiences, without coding, in record time, and for any creative professional, on any display.
Our customers include large international corporations like BMW, Capgemini, Ikea, Microsoft, SAP and IBM; retailers like Walgreens or Yves Rocher; and smart web agencies or system integrators like Accenture, First Impression or Toshiba. Today more than 1,500 customers in 80+ countries use IntuiFace to create and play multi-touch, sensor, IoT- and data-driven interactive experiences on digital signage, kiosks and display walls.
Headquartered in France and Chicago, IntuiLab is striving to be the first global leading CreativeTech company for interactive digital experiences.

Why IntuiLab?

• Competitive salary and great benefits,
• Bask in the adulation from grateful, satisfied customers,
• Embrace the ability to help users discover unimaginable possibilities,
• Interact with Europeans in the morning North and South Americans all day, and Australians in the evening,
• Your voice will be heard as you become an expert and influence product direction and success,
• Regular contact with Customer Success, Product, Sales and Marketing teams,
• Modern tools such as Intercom, Slack, Atlassian Jira and Confluence,
• Become a part of the IntuiLab family, a group of passionate and motivated people with high technical and business skills,
• Look forward to each day thanks to a great team environment,
• Casual work environment in a convenient West Loop location

To become a product expert dedicated to providing support and assistance to IntuiFace users throughout North America - aka a Customer Support Hero.
You will be responsible for:

• Ensuring 360° support: collecting, triaging, and responding to the needs of our users via a modern digital platform
• Contributing to the continuous improvement of our superb online documentation to better help our users help themselves
• Providing workarounds to users who are in need of a bug fix (it happens, even for the best products!) and participating in tests to verify their correction
• Supplementing efforts of our world class marketing team to ensure users are aware of new features that can help their business
• Assisting in the evolution of our software and services by identifying opportunities for improvement and sharing them with our Product Manager
• Participating in user training by hosting webinars, writing articles, and creating tutorials
• Improving Customer Support processes to give our users a first-class experience while scaling the Customer Hero team

Required Skills

• Excellent oral and written communication skills
• Passionate about healthy human interaction: you are a good, patient listener who likes to understand and solve problems
• Rigorous with good analytical skills and a logical mind (very important in this job!)
• You enjoy Geek culture and are maybe even a bit of a hacker
• You love being part of a team, accepting responsibility and reporting results, even in difficult situations

Nice to have

• You've worked on a support team before - so you'll know how awesome we are in comparison!
• Education: In fact, it's not that important! Ideally, you do have experience in customer relations and computing.