Description
At most organizations, conventional customer support suffers from widespread inefficiency and underwhelming performance. Support personnel regularly lose valuable time on routine tasks or find themselves unable to resolve issues beyond their limited scope of knowledge. Evidence indicates that more than 60% of support tickets require escalation simply because frontline staff lack the necessary skills or understanding to address them.
Trilogy operates differently. Overseeing more than 100 enterprise software solutions, we have fundamentally transformed customer support through cutting-edge AI technology. Our AI-driven chatbot resolves the majority of incoming issues, which means our engineers exclusively handle the most intricate and demanding challenges. Every ticket that reaches you will be difficult, diverse, and demand inventive problem-solving approaches.
This position offers no room for extensive onboarding or gradual skill development. Individuals who require continuous supervision, find independent learning challenging, or frequently pose elementary questions will not survive the first two weeks. What this role demands is a self-starting attitude, rapid adaptability, and the determination to resolve problems on your own.
For those prepared to confront the most demanding challenges in customer support, this opportunity will catalyze your professional development unlike any other. You will develop exceptional technical proficiency across an extensive product ecosystem while directly influencing Trilogy's standard of excellence. If you are prepared to test your capabilities, we encourage your application.
What you will be doing
- AI-Augmented Customer Resolutions: Evaluate complex tickets that AI systems have escalated, provide human judgment in situations where AI is insufficient, and subsequently enhance the AI system to close identified gaps
What you will NOT be doing
- Spending two full months on onboarding; you are expected to achieve proficiency with multiple products during your first month (we acknowledge this expectation is demanding)
- Depending on managers for assistance; individuals who cannot effectively remove their own blockers will find this role challenging
Key responsibilities
- Combine human technical expertise with AI capabilities to provide outstanding customer support, concentrating on sophisticated issues that AI systems are not yet capable of fully addressing
Candidate requirements
- A minimum of 3 total years of experience in technical customer support positions
- Advanced proficiency with generative AI (i.e., experience with multiple AI tools, capability to automate workflows and build custom GPTs); using LLMs solely 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.
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