Senior Technical Support Analyst $60,000 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 support sector is overwhelmed by escalating complexity even as customer demands intensify. Today's customers anticipate AI-driven, immediate responses, yet most companies remain stuck in experimental phases, unable to convert AI into tangible results. The challenge will only deepen. Industry forecasts suggest that by 2029, agentic systems will independently handle the majority of routine inquiries, creating a widening chasm between what customers expect and what current operations can deliver.
- AI-Augmented Customer Resolutions: Examine escalated, complex tickets that have bypassed AI systems, deploy human judgment where AI capabilities fall short, and subsequently enhance the AI system to bridge those gaps
What you will NOT be doing
- Spending two full months ramping up; you are expected to become proficient across multiple products in your first month (we acknowledge this pace is demanding)
- Leaning on your manager for assistance; if you cannot skillfully unblock yourself, this role will present significant challenges
Key responsibilities
- Combine advanced human technical expertise with AI-powered tools to deliver superior customer support, concentrating on sophisticated issues that AI systems are not yet capable of resolving independently
Candidate requirements
- Must be located in North or South America
- Minimum of 3 years total experience in technical customer support roles
- Advanced proficiency with generative AI (i.e., hands-on use of multiple AI platforms, capability to automate workflows and build custom GPTs); experience limited to using LLMs for research, learning, brainstorming, or content creation will not meet this standard
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.
Pass
proctored test.
Accept job offer.
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