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.
Service Desk 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
Tired of the mundane? At Trilogy, we’ve shattered the traditional support model to elevate your career. If you thrive on solving complex challenges, our Service Desk Specialist role is your next big leap.
What you will be doing
- AI-Augmented Customer Resolutions: Analyze complex tickets escalated by AI systems, apply human expertise to areas where AI falls short, and then close the gap by improving the AI system
What you will NOT be doing
- Taking two whole months to get up to speed; you will be expected to ramp up on several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this 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
Candidate requirements
- At least 2 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
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 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.
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