- You will learn how to create a knowledge base that will help thousands of people around the world.
- You will become a multifaceted customer support leader and develop an expertise in enterprise software.
- You will develop global remote working skills at a leading company that has been pioneering remote work for over a decade.
Product Knowledge Curator $100,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks ($50 USD/hour)
Not accepting applications on crossover.com at this time.
Description
Have you ever noticed that nobody visits the second page of Google anymore? Typing a question into Google’s search function almost always produces the right answer. Google’s mission is “to organize the world's information and make it universally accessible and useful,” and it does that by distilling an unfathomably large amount of information into highly accurate search answers.
Trilogy is doing the same for its ever-growing library of software products. To achieve this, we are looking for excellent writers with deep technical backgrounds to build a cutting-edge Knowledge Base (KB) capable of nailing the right answer every time for tens of thousands of customers and a Concept Graph that automatically organizes KB content. Here is our plan:
First, the KB will empower our support agents to solve tickets fast and on the first attempt. We believe 80% of support tickets can be solved within 5 minutes. We are at 10% today. Your troubleshooting articles will help ensure that, even with the most complex technical issues we face, our agents will have the right answer at their fingertips.
Next, the KB will be able to anticipate customer questions before they are even raised. Today, our AI-powered Autobot solves 30% of our customers’ issues. Our goal is to reach 100% and completely eliminate the need for support tickets altogether. Your technical aptitude and writing ability will help make this a reality.
What you will be doing
- Writing highly detailed troubleshooting articles that are the core of our Knowledge Base. Each day, you will flex your technical skills and writing ability.
- Making continuous improvements to existing KB articles. Our Concept Graph prioritizes the most important article upgrades and uses natural language processing to make it easy to find any article about any topic in an instant.
- Writing training curricula and certification tests that help L1 and L2 support agents cross-train on multiple products, which allows us to solve customer issues faster.
What you will NOT be doing
- Writing technical specs, user manuals, or marketing materials. Our KB articles are not general overviews, but rather specific and intentional customer solutions.
- Creating product material simply for the sake of having it. Each article you write will link to tangible business value. You will not spend your time writing useless articles.
- Interfacing directly with customers. Instead, you will contribute to a comprehensive library that will guide our customer support operations.
Candidate requirements
- Technical depth gained through experience in positions such as software engineering, devops, or technical support.
- Ability to understand code, scripts, and database queries. While you will not be writing code in this role, you will still need to pass a basic coding assessment to get hired.
- Ability to work 100% remotely from your own home office.
Meet the hiring manager
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How it works
Applying for a role? Here’s what to expect.
We’ve curated a series of steps that take the guesswork (and cognitive bias) out of recruiting the best person.
STEP 1
Pass Cognitive Aptitude Test.
STEP 2
Pass English Proficiency Test.
STEP 3
Prove Real-World Job Skills.
STEP 4
Ace An Interview Or Two.
STEP 5
Accept Job Offer.
STEP 6
Celebrate!
Frequently asked questions
About the role
What you will learn
Work examples
Trilogy regards knowledge as the main ingredient to delivering excellent customer service, and our world-class Knowledge Base is the key to our strategy. As a company that supports over 100 products—a sum that increases on a weekly basis—it is important that our agents are able to service every customer on every product. Most support organizations are composed of siloed, product-specific teams and are unable to scale or match our service quality. We make sure our agents are equipped with the necessary KB articles they need to solve any customer problem on the first attempt 95% of the time.
The PKC team is the go-to KB writing squad. This group of highly skilled technical writers are able to solve any problem that a customer might experience with any product. They are great at breaking down these technical problems into digestible language that non-technical customers can easily understand. The PKC team is the backbone of our support organization, which is why we are betting big on its expansion.
PKCs spend the majority of their time creating highly detailed KB articles, which are divided into Troubleshooting KBs and Solution KBs. A Troubleshooting KB requires PKCs to solve previously unsolved problems and then document the solution process in a step-by-step fashion. A Solution KB, by contrast, is the official documentation of an already known solution provided by our agents or engineers. Here are some examples:
Because each product has hundreds of KB articles attached to it, we created a Concept Graph through natural language processing that makes it easy to find any article about any topic in an instant.
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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.
