Remote Customer Support Jobs
- The best remote Customer Support jobs are on Crossover.
- Work full-time for leading US companies from anywhere in the world.
- Become an expert in supporting products across domains.
See the most popular remote jobs in November 2024
Why Crossover?
Remote jobs with first-rate USD pay—anywhere in the world.
Join an elite global team of top 1% professional talent.
Equal opportunity hiring process: just prove your skills are world-class.
Role Description
Are you a customer support wizard who is obsessed with delivering a great experience, but you’ve already mastered your current products and are wondering what’s next? Or are you a software engineer looking for a way to get introduced to an immense set of product architectures, domains, and tech stacks? Sure, you could join any new company and learn their handful of products, but we think we have something better.
Our partners support over 100 unique enterprise software products - everything from mobile app development platforms to database load-balancers. We not only have the opportunity to learn, use, and support these products, we also become deep technical experts who can solve problems no one has seen before. There’s a lot to learn, so we have weekly “learning tickets” to ensure the whole team is up to speed.
At the highest level of customer support, we have Customer Support Engineers. This role is the highest-level customer support engineer we have - our tickets cannot be elevated above you. The problems are complex. The solutions might be configuration, database-level, or even code-level. Trilogy takes pride in its customer support quality and makes sure customers are impressed at every interaction. It’s an immense responsibility, but one that can put you on the fast track to career advancement.
We also have customer support agent jobs. Our best customer support agents are intelligent people who love to soak up new knowledge. They enjoy using their expertise to solve challenging customer problems. We make weekly investments in our team’s professional development that drives customer satisfaction and agent happiness.
What you will be doing
- Impressing customers by solving complex or new problems
- Growing your product knowledge, in breadth and depth
- Digging deep to discover the root causes and solutions of issues - exploring source code, databases, logs, and traces
What you will NOT be doing
- Answering the same questions over and over again
- Providing trivial or basic troubleshooting
- Writing knowledge base articles
Key Responsibilities
- Resolving elevated customer tickets
- Expanding product and technology expertise by working on “learning tickets”
Candidate Requirements
- Bachelor’s degree in an IT-related field
- 2+ years of experience in a technical support role
- Ability to read and write code at a basic level for debugging purposes
Frequently Asked Questions
What type of software products will I support?
Customer support engineers and agents support business software for over 100 exciting products like Jive, Kayako, and Fogbugz. The products we support are diverse. They include web content management systems, financial software, e-commerce, database tools, and more. You will create great customer experiences by solving complex problems. You will be a detective - investigating the root causes of issues.
How much technical knowledge do I need in this role?
You won’t be programming or modifying the core product, but you do need to be able to:
- Read and understand code
- Write scripts
- Query databases
- Scrutinize dense log files
You may have recently been a software developer, engineer, technical product support, or similar. We’ll ask you to take a general coding assessment to test your technical skills as part of the application process.
What kind of training will I receive?
All new hires complete our paid RemoteU training. We’ll help you get started on the right foot at Crossover and then teach you how to succeed in your role.
Once you complete training, you’ll spend 25% of your time learning new products. You will become an expert and grow your knowledge!
What hours will I work?
The Customer Support team provides 24/7 support to our global customers. Agents are assigned regular shifts.
We schedule shifts based on customer demand and try to match your work preferences. Your shifts may include evenings, nights, and weekends, but you will not be required to work more than 40 hours per week.
What you will learn
You'll begin by learning what makes a great support agent and how we manage quality.
Then, you will move to full-time, in-depth product training. You will become a master of multiple products. These products span a huge range of business purposes and base technologies.
The learning never stops, though! Once you're on the support team, you'll continue learning products and building the breadth and depth of your support capabilities.
If you're a top performer, there are opportunities for growth across the organization, including our knowledge teams and the support leadership team.
Work examples
The people who will succeed in this role come from an array of technical backgrounds. Our selection process is designed to allow you to show off your skills and potential. You will complete tasks that Customer Support Engineers or agents regularly perform, allowing you to learn about the role and giving us an unbiased way to assess your ability.
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L2 Customer Support Engineer @ Trilogy
$60,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks ($30 USD/hour)
Fully-remote
Any country
full-time (40 hrs/week)
Long-term role
Key responsibilities
- Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve
Description
In the fast-paced world of enterprise software, traditional customer support methods often fall short of excellence. Support engineers often find themselves bogged down in repetitive troubleshooting, limited by the narrow scope of their product expertise. Data shows that over 60% of support tickets are escalated due to inadequate problem-solving skills or a lack of product knowledge. This not only frustrates customers but also stifles the growth and satisfaction of support agents.
At Trilogy, we’ve reimagined customer support with the power of AI. Managing over 100 unique enterprise software products, we leverage advanced AI tools to streamline troubleshooting and enhance problem-solving capabilities. Our AI-driven approach not only helps diagnose issues faster but also provides intelligent insights and solutions, making our support team exceptionally efficient and effective. Our AI-powered chatbot crushes most tickets, so only the most complicated customer issues will be escalated to you.
The issues you face in this role will be challenging and diverse, requiring solutions that may involve configuration, database adjustments, or even code-level fixes. This is not a role for those who prefer to stick to familiar routines or spend months mastering a single product. We seek self-starters who can quickly adapt, troubleshoot efficiently, and continuously learn on the job. If you are someone who gets frustrated by rigid processes or needs extensive hand-holding, this is not the right fit for you.
You will be a crucial part of the Trilogy Support team, directly contributing to our reputation for exceptional customer service. This position offers a unique opportunity to advance your career rapidly by developing deep technical expertise across a wide array of products. If you are ready to embrace a challenging yet rewarding role where you can make a significant impact, we encourage you to apply.
Candidate requirements
- At least 4 total years of experience in a technical customer support or engineering role
- Advanced generative AI proficiency (i.e., use of multiple AI tools, ability to automate workflows and custom GPTs); if you've only used LLMs for research, learning, brainstorming, or content generation, that will be deemed insufficient
Frequently Asked Questions
Job reviews
Meet some of the 5,000+ rockstars who have found a rewarding remote career on Crossover.
How it works
Applying for a role? Here’s what to expect.
We’ve curated a series of steps that take the guesswork (and cognitive bias) out of recruiting the best person.
STEP 1
Pass Cognitive Aptitude Test.
STEP 2
Pass English Proficiency Test.
STEP 3
Prove Real-World Job Skills.
STEP 4
Ace An Interview Or Two.
STEP 5
Accept Job Offer.
STEP 6
Celebrate!
Join top-tier companies as a remote customer service representative, working full-time
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