Description
In conventional organizations, customer support operations commonly suffer from low efficiency and subpar performance. Technical support staff often expend significant effort on routine, repetitive issues or encounter problems beyond their limited skill sets. Research indicates that more than 60% of support tickets require escalation due to insufficient capability at the initial contact level.
Trilogy operates differently. With a portfolio exceeding 100 enterprise software solutions, we have transformed the support function through sophisticated AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means human engineers focus exclusively on the most intricate and demanding cases. Every ticket assigned to you will be challenging, diverse, and demand inventive troubleshooting.
This position offers no room for extended onboarding or gradual adjustment. If you require continuous supervision, find independent learning difficult, or frequently ask questions with readily available answers, you will not succeed beyond the first few weeks. Excellence in this role demands a self-starting approach, rapid adaptability, and the determination to resolve issues autonomously.
If you are prepared to confront the most difficult challenges in technical support, this opportunity will advance your capabilities faster than any alternative. You will develop exceptional technical knowledge spanning an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If you are willing to challenge your professional boundaries, we invite your application.
What you will be doing
- AI-Enhanced Issue Resolution: Examine escalated tickets from AI systems, leverage human judgment in areas where automation is insufficient, and subsequently refine the AI to close performance gaps
What you will NOT be doing
- Spending two full months on onboarding; you will be required to become proficient with multiple products in the first 30 days (we acknowledge this expectation is demanding)
- Depending on management for direction; if you cannot remove your own obstacles effectively, this role will present significant difficulties
Key responsibilities
- Combine advanced human technical knowledge with AI-driven tools to provide superior customer support, concentrating on sophisticated problems that remain beyond full AI resolution
Candidate requirements
- A minimum of 3 years total professional experience in technical customer support positions
- Expert-level generative AI skills (i.e., utilization of multiple AI platforms, capability to automate processes and build custom GPTs); if your AI usage has been limited to research, learning, brainstorming, or content creation, this will not meet the 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.
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