Description
At most organizations, customer support suffers from chronic inefficiency and underperformance. Support engineers often spend their time on mundane, repetitive work or face escalations due to limited technical depth. Industry data indicates that more than 60% of support tickets require escalation because initial responders lack the necessary skills or knowledge to address them effectively.
Trilogy operates differently. With a portfolio spanning over 100 enterprise software products, we have reimagined customer support through sophisticated AI integration. Our AI-powered chatbot resolves the majority of routine inquiries, which means our engineers engage exclusively with the most challenging and diverse technical issues—each one demanding independent thinking and creative solutions.
This position offers no grace period for gradual onboarding or extensive supervision. Candidates who require continuous direction, find self-directed learning difficult, or repeatedly ask questions with readily available answers will not succeed beyond the initial weeks. The role demands initiative, rapid adaptability, and a strong capacity for autonomous problem resolution.
For those prepared to confront the hardest problems in enterprise support, this opportunity delivers exceptional professional development. You will develop deep technical knowledge across an extensive range of products while directly shaping Trilogy's standard of excellence. If you are motivated to challenge yourself at the highest level, we encourage your application.
What you will be doing
- AI-Enhanced Issue Resolution: Examine complex escalated cases from AI systems, leverage human judgment in areas where automated solutions prove insufficient, and subsequently refine AI capabilities to close identified gaps
What you will NOT be doing
- Spending two full months on onboarding; you must achieve proficiency across multiple products within your first month (we recognize this expectation is demanding)
- Depending on management for assistance; candidates who cannot effectively unblock themselves independently will find this role particularly challenging
Key responsibilities
- Combine advanced technical knowledge with AI-driven tools to provide outstanding customer support, concentrating on sophisticated problems that currently exceed AI resolution capabilities
Candidate requirements
- A minimum of 3 years total experience in technical customer support roles
- Demonstrated advanced proficiency with generative AI tools (including use of multiple platforms, workflow automation experience, and custom GPT development); candidates whose AI experience is limited to research, learning, brainstoraming, 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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