Description
At most organizations, customer support operates inefficiently and underperforms. Engineers often spend time on routine, repetitive issues or face challenges beyond their limited scope of knowledge. Research indicates that more than 60% of support tickets require escalation because frontline teams lack the necessary expertise to address them effectively.
Trilogy operates differently. With responsibility for over 100 enterprise software products, we have transformed customer support through sophisticated AI technology. Our AI-powered chatbot resolves the majority of standard issues, which means our engineers focus exclusively on the most intricate and demanding challenges. Every ticket you handle will be complex, diverse, and demand inventive problem-solving.
This position offers no room for gradual onboarding or frequent supervision. If you require continuous direction, find self-directed learning difficult, or often ask questions with readily available answers, you will not succeed beyond the first couple of weeks. The role demands a self-starter mentality, rapid adaptability, and the determination to resolve problems without assistance.
If you are prepared to confront the most challenging issues in customer support, this opportunity will propel your professional development faster than any alternative. You will develop exceptional technical knowledge spanning an extensive product ecosystem while playing a direct role in upholding Trilogy's standard of excellence. If you are willing to test your capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Customer Issue Resolution: Evaluate complex escalated tickets from AI systems, apply specialized human judgment where AI capabilities are insufficient, and subsequently refine the AI system to address similar challenges
What you will NOT be doing
- Spending a full two months ramping up; you are expected to become productive across multiple products within your first month (we recognize this timeline is demanding)
- Depending on managers for support; if you cannot remove obstacles independently, this role will present significant difficulties
Key responsibilities
- Combine advanced human technical knowledge with AI technology to provide outstanding customer support, concentrating on sophisticated issues that AI systems cannot yet independently resolve
Candidate requirements
- A minimum of 3 years total experience in technical customer support positions
- Expert-level proficiency with generative AI tools (i.e., working knowledge of multiple AI platforms, capability to automate processes and build custom GPTs); if your AI usage is limited to research, education, ideation, or content creation, this will not meet our 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.
Accept Job Offer.
Pass proctored test.
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