Description
At most organizations, customer support suffers from inefficiency and subpar execution. Support professionals often spend their time on mundane, repetitive work or find themselves blocked by issues that fall outside their limited domain knowledge. Research indicates that more than 60% of support tickets are escalated due to insufficient skill or knowledge at the initial contact point.
Trilogy operates differently. With a portfolio exceeding 100 enterprise software products, we have transformed customer support through sophisticated AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means our engineers focus exclusively on the most challenging, complex problems. Every ticket assigned to you will be difficult, diverse, and demand innovative thinking.
This position offers no room for gradual onboarding or continuous supervision. Candidates who require steady guidance, have difficulty with independent learning, or frequently ask questions that should be self-evident will not succeed beyond the first two weeks. The role demands initiative, rapid adaptation, and the capacity to solve problems without external prompting.
Those prepared to confront the most demanding challenges in customer support will experience unmatched professional development. You will develop exceptional technical knowledge across an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If you are committed to testing your capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Problem Resolution: Examine complex tickets that AI systems have escalated, apply human judgment and expertise in areas where AI is currently limited, and refine the AI system to reduce future gaps
What you will NOT be doing
- Spending two full months onboarding; you are expected to become productive across multiple products in your first month (we recognize this timeline is demanding)
- Depending on managers to unblock you; candidates who cannot solve their own obstacles will find this role challenging
Key responsibilities
- Combine human technical expertise with AI-driven tools to provide outstanding customer support, concentrating on sophisticated issues that remain beyond full AI resolution
Candidate requirements
- A minimum of 3 years of total experience in technical customer support roles
- Advanced proficiency with generative AI (e.g., working with multiple AI platforms, automating workflows, building custom GPTs); experience limited to using LLMs for 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.
Frequently asked questions
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Premium pay for premium talent
Over 50% of new hires double or triple their previous pay. Why? Because that’s what the best person in the world is worth.
Shortlist by skills, not bias
We don’t care where you went to school, what color your hair is, or whether we can pronounce your name. Just prove you’ve got the skills.
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