Description
Traditional customer support in most organizations suffers from widespread inefficiency and lackluster performance. Support personnel often spend valuable time on routine, repetitive work or find themselves confronting issues that fall outside their limited knowledge base. Research indicates that more than 60% of support tickets require escalation simply because frontline teams lack the necessary technical depth to address them.
Trilogy operates differently. Overseeing a portfolio of more than 100 enterprise software solutions, we have transformed our support model through sophisticated AI integration. Our AI-driven chatbot resolves the majority of incoming issues, which means our engineers engage exclusively with the most intricate and demanding challenges. Every ticket reaching your desk will be technically difficult, diverse in nature, and demand inventive problem-solving skills.
This position offers no room for gradual onboarding or continuous supervision. Candidates who require frequent guidance, find independent learning challenging, or ask questions without adequate research will find themselves unable to meet expectations within the first two weeks. What this role demands is initiative, rapid adaptation, and a commitment to independent problem resolution.
For those prepared to confront the most demanding issues in customer support, this opportunity offers accelerated professional development unmatched elsewhere. You will build exceptional technical knowledge spanning an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If you're willing to challenge your capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Issue Resolution: Examine escalated tickets that have surpassed AI system capabilities, apply specialized human judgment to domains where automation currently underperforms, and subsequently refine the AI system to narrow these gaps
What you will NOT be doing
- Spending two full months on onboarding; you will need to achieve proficiency across multiple products during your first month (we acknowledge this timeline is demanding)
- Depending on management for problem resolution; candidates who cannot effectively remove their own obstacles will face significant difficulties in this position
Key responsibilities
- Combine advanced technical judgment with AI-driven tools to provide outstanding 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 functions
- Expert-level proficiency with generative AI platforms (i.e., working knowledge of multiple AI tools, demonstrated ability to automate processes and build custom GPTs); candidates whose AI experience 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.
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