Description
In traditional organizations, customer support frequently suffers from inefficiency and substandard performance. Support professionals often spend excessive time on routine tasks or face challenges beyond their limited areas of expertise. Evidence indicates that more than 60% of support tickets require escalation due to insufficient skills or knowledge at the initial response level.
Trilogy operates differently. With a portfolio exceeding 100 enterprise software solutions, we have transformed customer support through sophisticated AI technology. Our AI-driven chatbot resolves the majority of issues, reserving only the most intricate challenges for our engineering team. This means each ticket you handle will be demanding, diverse, and demand inventive problem-solving approaches.
This position does not accommodate gradual onboarding or continuous supervision. Individuals who require frequent guidance, find self-directed learning difficult, or tend to pose readily answerable questions will not succeed beyond the first two weeks. Excellence in this role demands a self-starting approach, rapid adaptability, and the determination to resolve issues autonomously.
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 supporting Trilogy's commitment to excellence. If you are willing to test your capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Customer Issue Resolution: Examine complex tickets escalated from AI platforms, deploy human judgment in areas where AI capabilities are limited, and subsequently enhance the AI system to address these gaps
What you will NOT be doing
- Spending two full months on onboarding; you will be required to achieve proficiency on multiple products within the initial month (we recognize this timeline is demanding)
- Depending on management for problem resolution; if you cannot effectively remove your own obstacles, you 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 cannot yet completely address
Candidate requirements
- A minimum of 3 years total experience in technical customer support positions
- Sophisticated generative AI capability (i.e., utilization of multiple AI platforms, competence in workflow automation and custom GPT creation); experience limited to using LLMs for research, learning, brainstorming, or content generation will be considered inadequate
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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