Senior Technical Support Analyst $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
The tech support sector is currently at a crossroads, challenged by increasing demands for efficiency and unyielding expectations for customer satisfaction. Operational inefficiencies and poor customer support can lead to significant revenue losses and decreased customer loyalty. As AI-driven solutions continue to transform industries, there's a pressing need for roles that not only manage these technologies but fully leverage them to optimize business outcomes.
Totogi is tackling these challenges head-on by integrating cutting-edge AI technology and advanced technical skills into our support functions. This unique approach allows us to automate and optimize complex support tasks, dramatically enhancing both operational efficiency and customer experiences. This strategy not only sets us apart from the traditional support roles found in the industry but also positions us as leaders in technical innovation and customer satisfaction.
This role is designed for those who thrive on the front lines of technology and innovation. Unlike typical support roles that reactively handle customer needs, this position empowers you to proactively use advanced AI-driven systems and technical expertise to influence and improve the way we deliver services. Ideal candidates are those who are passionate about harnessing AI tools to reshape and enhance service delivery, revel in deep technical work like scripting and system configuration, and are enthusiastic about continuous process improvement.
We are excited to welcome candidates who are ready to challenge the norms of traditional support roles and make a substantial impact in a dynamic tech environment. If you are eager to push the boundaries of what's possible with AI and advanced technologies, we encourage you to apply and join us in shaping the future of technical support.
What you will be doing
- AI System Management: Managing AI-driven systems and monitoring tools to enhance operational efficiency.
- Service Configuration and Maintenance: Configuring and maintaining BSS & OSS products to ensure seamless service delivery and customer satisfaction.
- Data Analysis and Incident Management: Collecting and analyzing data to improve decision-making and managing incident responses effectively.
What you will NOT be doing
- Answering the same questions over and over again
- Providing trivial or basic troubleshooting
- Writing knowledge base articles
Key responsibilities
- Enhance operational efficiency and customer satisfaction by optimizing and automating tasks using AI-driven systems and advanced technical skills
Candidate requirements
- Experience working in the telecommunication industry and familiarity with Radius and Diameter protocols
- Professional experience using generative AI tools (e.g. ChatGPT, Gemini, Claude) to boost productivity
- Proficiency in Linux, Kubernetes, and AWS
- The ability to work in any shift assigned to you (we will take your preferences into consideration)
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.
Pass English Proficiency Test.
Prove Real-World Job & AI Skills.
Ace An Interview Or Two.
Accept Job Offer.
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