You will be a master at providing exceptional technical support. You will develop the ability to seek continuous improvement through our productivity tool, ‘WorkSmart,’ which will help you develop critical skills through identifying moments of high intensity and focus, communicate blockers to your manager, and see your progress on achieving performance goals. You will also receive candid feedback to learn, develop, and grow in your role and accelerate your career faster than in any other software company in the industry.
IT Support Specialist $30,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks ($15 USD/hour)
Not accepting applications on crossover.com at this time.
Description
Does this sound like you?
- Your friends and family call you to troubleshoot their technology problems
- You love learning new things, and the thought of learning new software is exciting
- You are a puzzle-solver; whether that requires taking things apart to learn how they work or untangling a complex problem, you get to the bottom of it
- You want to take your technical aptitude and turn it into a career
Welcome to the Customer Support team at Trilogy! We 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 that no one has seen before.
Trilogy is a comprehensive business platform, driving hundreds of software companies to become more efficient and profitable by streamlining business functions from development to product management and R&D – managed by the top 1% of global tech talent worldwide.
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.
Trilogy consistently wows its customers with the quality of our support. We’re committed to hiring the top 1%, so you’ll work with people who challenge you. We’ve been fully remote from the start. While other companies were left playing catch-up due to COVID, our teams continue to operate as remote-work experts. Our communication systems and management style were built to optimize your work experience. Join our advanced technical support team to see how we’re transforming customer support.
What you will be doing
- Solving complex customer problems that our AI bot was unable to help them with
- Asking insightful questions that get to the root cause of the customer’s problem
- Generating solutions using your product knowledge and our knowledge bases
- Spending 25% of your time learning about new products, features, & solutions
What you will NOT be doing
- Getting bored answering simple questions for the same product each day
- Working on easy or simple tickets, such as resetting passwords
- Working alone and avoiding live customer interaction
- Analyzing, writing, or debugging source code
Key responsibilities
- Take ownership of support incidents and use all available resources and knowledge to resolve them
- Consistently improve the quality of your work by internalizing the feedback and coaching you receive
Candidate requirements
- Professional experience leveraging LLMs, such as ChatGPT, Gemini, Grok, or Claude, to automate manual tasks and boost productivity
- Enough coding experience to pass a basic coding test (i.e. bug fixes)
- Availability to work any shift we assign you
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!
Frequently asked questions
About the role
What you will learn
Work examples
L1 Support Agents are the first opportunity for our support team to make a great impression on our customers. You will be responsible for impressing customers with your resourcefulness and customer service skills (see example below of a typical support agent interaction). To help you achieve first contact resolution, we built a comprehensive Knowledge Base for you to have at your disposal.
Sample L1 Ticket: 2562317
Sample KB Article: Sococo
Reviews
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Why Crossover
Recruitment sucks. So we’re fixing it.
The Olympics of work
It’s super hard to qualify—extreme quality standards ensure every single team member is at the top of their game.
Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
