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Hello,
I’m JD, and I’ve been working in technical support for over 16 years. Throughout my career, I’ve developed a strong passion for helping customers solve complex technical issues and ensuring they have the best possible experience with the products and services they use.

For the past 3 years, I’ve been using Intercom extensively, and I’ve become highly proficient in navigating the platform’s features to provide efficient and effective support. Whether it’s managing live chats, troubleshooting issues, or utilizing automation to streamline workflows, I’ve found Intercom to be an invaluable tool in delivering top-notch support to our customers.

I’m always looking for ways to improve processes and enhance customer satisfaction, and my experience with both technical support and Intercom allows me to contribute meaningfully to any team.

Looking forward to connecting!

Hey JD 👋 Nice to e-meet you! I'm curious about the technical support landscape in your space - are you in telco, streaming or what is it? Would love to hear about your tech support setup!


Hey Brodie! Nice to e-meet you too. I currently work as a tech support for a POS system. Previously, had experiences in Telco, Dell, Sattelite TVs, etc. :D


Welcome, ​@JDUMARAOS!
As a 16 year veteran in Technical Support and 3 years leveraging Intercom, what areas do you feel you’re an Intercom Expert (you can speak to this without looking at it), and where do you feel you need to learn to advance your company (areas the community could help you with)?


Hi ​@JDUMARAOS! Welcome to the community! 

I’ve been loving hearing from different members on their best practices and tips for better CX. 

Potentially a topic of interest for you: Another member ( ​@Sherice ) and I have been chatting about maintaining empathy while we automate. I’d love to hear any and all thoughts on how Support leaders can ensure we balance the need for more efficiency with ensuring the human on the other end of the conversation is well taken care of.


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