Description
Traditional customer support in most organizations suffers from widespread inefficiency and subpar outcomes. Support personnel often spend considerable time on redundant activities or face issues that exceed their limited domain knowledge. Industry data indicates that more than 60% of support requests require escalation due to insufficient capability at the initial contact level.
Trilogy operates differently. With a portfolio exceeding 100 enterprise software solutions, we have transformed the support model through cutting-edge AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means human engineers engage exclusively with the most challenging and intricate problems. Every case you work on will be demanding, diverse, and call for inventive resolution strategies.
This position does not accommodate gradual onboarding or continuous mentorship. Candidates who require frequent direction, find independent learning difficult, or habitually pose easily answerable questions will not succeed beyond the initial weeks. The role demands initiative, rapid adaptability, and a capacity for autonomous problem-solving.
For those prepared to confront the most demanding scenarios in customer support, this opportunity offers unmatched professional development. You will develop comprehensive technical knowledge spanning an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If challenging your capabilities appeals to you, we encourage your application.
What you will be doing
- AI-Enhanced Issue Resolution: Examine complex escalated cases from AI platforms, apply specialized human judgment where automated systems are limited, and subsequently refine AI performance to close identified gaps
What you will NOT be doing
- Spending two full months on onboarding; proficiency across multiple products is expected within your first month (we recognize this timeline is demanding)
- Depending on managers for ongoing assistance; candidates unable to resolve blockers independently will find this role difficult
Key responsibilities
- Combine advanced technical human judgment with AI system capabilities to provide superior customer support, concentrating on sophisticated challenges beyond current AI resolution capacity
Candidate requirements
- A minimum of 3 years cumulative experience in technical customer support positions
- Demonstrated expertise with advanced generative AI applications (including use of various AI platforms, workflow automation capabilities, and custom GPT development); experience limited to LLM usage for research, study, ideation, or writing 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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