Description
At most organizations, customer support operates inefficiently and delivers subpar results. Support professionals often spend their time on routine, repetitive work or encounter issues beyond their limited skill set. Research indicates that more than 60% of support tickets require escalation because frontline teams lack the necessary expertise to resolve them effectively.
Trilogy operates differently. With a portfolio exceeding 100 enterprise software products, we have transformed customer support through advanced artificial intelligence. Our AI-driven chatbot resolves the majority of standard inquiries, which means our engineers focus exclusively on the most challenging and complex cases. Every ticket you engage with will be intricate, diverse, and demand innovative problem-solving capabilities.
This position offers no room for extended onboarding or gradual learning curves. Candidates who require continuous oversight, find self-directed learning difficult, or frequently ask readily answerable questions will not succeed beyond the initial two weeks. Excellence in this role demands a self-starting attitude, rapid adaptability, and the determination to independently navigate obstacles.
If you are prepared to confront the most demanding challenges in customer support, this opportunity will propel your professional development at an exceptional rate. You will build extensive technical proficiency across an expansive product ecosystem while making direct contributions to Trilogy's commitment to excellence. For those ready to test their capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Problem Resolution: Evaluate complex support tickets escalated from AI systems, apply specialized human judgment where artificial intelligence is insufficient, and subsequently enhance the AI system to address these gaps
What you will NOT be doing
- Spending two full months onboarding; you are expected to achieve proficiency across multiple products during your first month (we recognize this timeline is demanding)
- Depending heavily on management for assistance; candidates who cannot effectively remove their own blockers will find this role challenging
Key responsibilities
- Combine advanced technical expertise with AI-driven capabilities to provide outstanding customer support, concentrating on sophisticated issues that artificial intelligence cannot yet independently resolve
Candidate requirements
- A minimum of 3 years of total experience in technical customer support positions
- Advanced proficiency with generative AI tools (specifically, demonstrated use of multiple AI platforms, capability to automate processes and create custom GPTs); candidates whose AI experience is limited to research, learning, ideation, or content creation will not meet this requirement
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.
Chat-style screening interview.
Cognitive aptitude test.
Prove real-world job skills.
Interview with the hiring manager.
Accept Job Offer.
Pass proctored test.
Frequently asked questions
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Premium pay for premium talent
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