You'll master the art of delivering exceptional technical support and continuously improve through our productivity tool, 'WorkSmart.' This tool helps you develop critical skills by identifying high-intensity focus moments, communicating blockers to your manager, and tracking your progress toward performance goals. You'll receive candid feedback to learn, grow, and accelerate your career faster than in any other software company.
Description
In many organizations, customer support is bogged down by inefficiency and mediocrity. Support engineers often find themselves trapped in repetitive tasks or facing challenges outside their expertise. Over 60% of tickets get escalated because the initial support lacks the necessary skills or knowledge to resolve them.
At Trilogy, we break away from the traditional. With over 100 enterprise software products under our management, we've revolutionized customer support through advanced AI. Our AI-powered chatbot handles most issues, leaving only the most complex challenges for our engineers. This means every ticket you handle is intricate, varied, and demands creative problem-solving.
This role isn't for those who need constant guidance or a leisurely pace to learn the ropes. If you rely heavily on hand-holding, struggle with self-learning, or tend to ask obvious questions, you won't last two weeks. Success requires a proactive mindset, quick adaptability, and the drive to solve problems independently.
If you're prepared to tackle the toughest problems in customer support, this role will fast-track your growth like no other. You'll gain unmatched technical expertise across a vast product portfolio while contributing directly to Trilogy's reputation for excellence. If you're ready to push your limits, we welcome your application.
What you will be doing
- AI-Augmented Customer Resolutions: Dive into complex tickets escalated by AI systems, apply your human expertise where AI falls short, and enhance the AI system to close these gaps.
What you will NOT be doing
- Taking two months to get up to speed; you'll be expected to familiarize yourself with several products within the first month (yes, it's ambitious).
- Relying on managers for assistance; if you can't unblock yourself, you'll likely find this role challenging.
Key responsibilities
- Blend technical human expertise with AI capabilities to provide outstanding customer support, focusing on complex issues that AI can't fully resolve yet.
Candidate requirements
- Minimum of 2 years in a technical customer support or engineering role.
- Proficiency in advanced generative AI (i.e., experience with multiple AI tools, workflow automation, and custom GPTs); mere use of LLMs for research, learning, brainstorming, or content generation is insufficient.
How it works
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.
STEP 1
Pass Cognitive Aptitude Test.
STEP 2
Pass English Proficiency Test.
STEP 3
Prove Real-World Job & AI Skills.
STEP 4
Ace An Interview Or Two.
STEP 5
Accept Job Offer.
Frequently asked questions
About the role
What you will learn
Work examples
L1 Support Agents are our first chance to make a stellar impression on customers. You'll be tasked with impressing customers with your resourcefulness and service skills (see example below of a typical support agent interaction). To aid in first contact resolution, we provide a comprehensive Knowledge Base 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.
