Are you a technical support manager who believes that great support is the key to a great company? Are you an up-and-comer who would do things differently if given the opportunity to lead the whole department? Are your standards of excellence so high that you aren’t satisfied until your customer actually utters the word “wow”?
Trilogy is looking for an aggressive leader like you to help us build a global, remote, wow-caliber customer support organization capable of supporting hundreds of software products and tens of thousands of customers. Here’s how we’re going to do it:
- Put knowledge at the center of the organization. We want our knowledge base to drive agent training and answer all customer questions before they are even asked. You will lead both the human writing team and the AI team that directs our Autobot. The Autobot currently solves 30% of L1 tickets, but our goal is to achieve 70% and then move on to solving L2 tickets.
- Solve tickets fast and on the first attempt. Our agents currently solve 30% of tickets on the first attempt within one day. Your goal will be to increase this to 80% FCR within one 8-hour shift.
- Run a truly global, remote 24/7 organization. When a ticket comes in, we strive to answer immediately and in-shift. If we can’t, we pass it off to the next shift until the issue is solved. This requires maximizing agent quality and agility. Our agents are currently cross-trained on 2 to 3 products. With improvements to the knowledge base, you can help us increase that amount to at least 5.
- Focus on what really matters: our customers! We’ve automated boring administrative tasks such as work allocation and agent training so that our senior leadership can focus on building the most accurate and responsive customer experience on the planet. Every single ticket is an opportunity to make a customer say “wow”!