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 

Not accepting applications on crossover.com at this time.

Description

Welcome to the future of technical support at Trilogy, where mediocrity has no place. Forget everything you know about traditional customer support – we've revolutionized the field with cutting-edge AI technology managing our suite of 100+ enterprise software products. While our AI handles routine inquiries, you'll be tackling the challenges that even machines can't solve.

This isn't your average support role. We're looking for technical problem-solvers who thrive on complexity and autonomy. Our AI-first approach means you'll only handle the most intricate cases – the ones that require human ingenuity, creative thinking, and technical expertise.

Fair warning: this role demands exceptional self-reliance and rapid adaptation. If you need constant supervision or struggle with independent problem-solving, this position isn't for you. But if you're ready to push your technical boundaries and solve puzzles that AI can't crack, you're exactly who we're looking for.

Join us in redefining what's possible in customer support, where every day brings new challenges and opportunities for growth. Your expertise will help shape the future of AI-augmented customer service while building an unmatched technical skill set.

What you will be doing

Elevate customer support beyond AI capabilities by:

  • Mastering complex technical challenges that our AI system escalates
  • Contributing to AI system improvements by bridging knowledge gaps
  • Delivering sophisticated solutions that combine human insight with AI efficiency

What you will NOT be doing

Let's be clear about expectations:

  • There's no extended onboarding period - you'll need to master multiple products within your first month
  • Don't expect hand-holding - self-sufficiency and problem-solving independence are crucial for success

Key responsibilities

Your core mission:

  • Seamlessly blend human technical expertise with AI capabilities to resolve complex customer issues
  • Pioneer innovative solutions for challenges that exceed current AI capabilities
  • Maintain exceptional service standards while contributing to AI system enhancement

Candidate requirements

Essential qualifications:

  • Minimum 2 years of proven experience in technical support or engineering
  • Advanced practical experience with generative AI, including:
    • Demonstrated expertise with multiple AI tools
    • Proven ability to create automated workflows
    • Experience developing custom GPTs
    • Note: Basic AI usage for content creation or research is insufficient

Meet a successful candidate

Watch Interview
Sameer Ghimire
Sameer  |  L1 Customer Support Agent
Nepal  

Sameer had to look for a job after he closed his businesses due to COVID. In his search he found his remote role with Trilogy on Crossover. ...

Meet Sameer

Applying for a role? Here’s what to expect.

Crossover's skill assessment process combines innovative AI power with decades of human research, to take the guesswork, human bias, and pointless filters out of recruiting high-performing teams.

Pass Cognitive Aptitude Test.
STEP 1

Pass Cognitive Aptitude Test.

Pass English Proficiency Test.
STEP 2

Pass English Proficiency Test.

Prove Real-World Job & AI Skills.
STEP 3

Prove Real-World Job & AI Skills.

Ace An Interview Or Two.
STEP 4

Ace An Interview Or Two.

Accept Job Offer.
STEP 5

Accept Job Offer.

Frequently asked questions

About the role

About Crossover

What you will learn

Your growth trajectory:

  • Master the art of exceptional technical support delivery
  • Optimize your performance through our 'WorkSmart' productivity system
  • Develop crucial skills through data-driven performance tracking
  • Receive direct, actionable feedback for rapid career advancement
  • Experience unparalleled professional growth in the software industry

Work examples

As an L1 Support Agent, you'll be our customers' first point of contact, armed with:

  • Access to our comprehensive Knowledge Base
  • Tools to achieve first-contact resolution
  • Resources to showcase your problem-solving abilities

Reference materials available:

  • Sample Ticket #2562317
  • Knowledge Base Example: Sococo Support Article

Meet some people who've landed similar jobs

Why Crossover

Recruitment sucks. So we’re fixing it.

The Olympics of work

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

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

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.