Description
Traditional customer support at most organizations suffers from systemic inefficiency and subpar performance. Support professionals often spend significant time on routine, repetitive work or encounter issues beyond their limited domain knowledge. Research indicates that more than 60% of support requests require escalation because frontline teams lack adequate capability to resolve them independently.
Trilogy operates differently. Overseeing a portfolio of more than 100 enterprise software solutions, we have transformed the customer support function through sophisticated AI integration. Our AI-driven chatbot resolves the majority of incoming issues autonomously, which means our engineering team exclusively handles the most intricate and demanding cases. Every ticket you engage with will be challenging, diverse, and demand inventive troubleshooting.
This position does not accommodate gradual onboarding or extensive mentorship. Candidates who require continuous supervision, depend heavily on structured learning pathways, or routinely ask questions that could be answered through independent research will not succeed beyond the initial two weeks. Excellence in this role demands initiative, rapid adaptability, and strong self-directed problem-solving capabilities.
If you are prepared to confront the most difficult customer support challenges available, this opportunity will propel your professional development at an exceptional rate. You will build deep technical proficiency spanning an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If you are committed to operating at the edge of your capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Customer Problem Resolution: Examine intricate tickets that have been escalated from AI systems, apply specialized human judgment to areas where AI capabilities remain limited, and subsequently enhance the AI system to reduce future gaps
What you will NOT be doing
- Spending two full months on onboarding; you will be expected to achieve proficiency on multiple products during your first month (we acknowledge this expectation is demanding)
- Depending on management for continuous assistance; candidates who cannot effectively remove their own blockers will find this role extremely challenging
Key responsibilities
- Combine advanced human technical knowledge with AI system capabilities to provide outstanding customer support, concentrating on sophisticated issues that AI systems are not yet equipped to fully address
Candidate requirements
- A minimum of 3 years of cumulative experience in technical customer support positions
- Sophisticated generative AI expertise (specifically, experience with multiple AI platforms, demonstrated ability to automate processes and build custom GPTs); candidates whose AI usage 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.
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