Description
At most organizations, customer support suffers from systemic inefficiency and underperformance. Support professionals often spend their days handling routine inquiries or confronting issues that exceed their technical capacity. Research indicates that more than 60% of support requests require escalation simply because frontline responders lack sufficient capability to address them.
Trilogy operates differently. Overseeing a portfolio of more than 100 enterprise software solutions, we've transformed the support function through sophisticated AI integration. Our AI-powered systems resolve the majority of incoming issues, which means human engineers exclusively handle the most demanding and technically complex cases. Every ticket you engage with will be challenging, diverse, and demand innovative thinking.
This position offers no extended onboarding period or gradual acclimation. If you require consistent supervision, find independent learning difficult, or frequently pose questions with readily available answers, you will not succeed here. This role demands initiative, rapid adaptability, and a commitment to autonomous problem resolution.
For those prepared to confront the most challenging support scenarios, this opportunity will catalyze professional development unlike any other. You will develop comprehensive technical proficiency across an expansive product ecosystem while directly influencing Trilogy's standard of excellence. If you're committed to operating at your maximum capacity, we encourage your application.
What you will be doing
- AI-Enhanced Problem Resolution: Evaluate complex escalated tickets from AI systems, apply specialized human judgment where AI capabilities are insufficient, and subsequently enhance AI performance by closing identified gaps
What you will NOT be doing
- Spending two full months onboarding; you must achieve proficiency across multiple products within your first month (we acknowledge this expectation is demanding)
- Depending on managerial intervention for problem resolution; candidates who cannot efficiently unblock themselves will find this role challenging
Key responsibilities
- Combine advanced technical knowledge with AI-driven tools to provide superior customer support, concentrating on sophisticated problems that remain beyond current AI resolution capabilities
Candidate requirements
- A minimum of 3 years of total experience in technical customer support positions
- Demonstrated advanced proficiency with generative AI (including use of multiple AI platforms, workflow automation capabilities, and custom GPT development); candidates whose AI usage is limited to research, learning, brainstorming, 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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