Description
At most organizations, customer support suffers from widespread inefficiency and substandard execution. Support personnel often spend hours on mundane, repetitive work or face issues beyond their limited scope of knowledge. Research indicates that more than 60% of support tickets require escalation because initial responders lack the necessary skills or depth to address them effectively.
Trilogy operates differently. With responsibility for over 100 enterprise software products, we have reimagined the support function using cutting-edge AI technology. Our AI-powered chatbot resolves the majority of incoming issues, ensuring that human engineers encounter only the most intricate, demanding cases. Every ticket reaching you will be challenging, diverse, and demand inventive problem-solving.
This position offers no room for gradual onboarding or continuous supervision. Candidates who require frequent guidance, find self-directed learning difficult, or ask questions with readily available answers will not survive the first two weeks. Thriving here demands a self-starter mentality, rapid adaptability, and the determination to resolve obstacles without assistance.
If you are prepared to confront the most demanding challenges in customer support, this opportunity will propel your professional development unlike any other. You will develop exceptional technical proficiency across an extensive product ecosystem while directly influencing Trilogy's standing for quality and reliability. If you are ready to test your capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Problem Resolution: Examine escalated, complex tickets that exceed AI system capabilities, leverage human insight where automation proves insufficient, and subsequently refine the AI system to close performance gaps
What you will NOT be doing
- Spending two full months learning the environment; you are expected to become proficient with several products during your first month (we acknowledge this expectation is demanding)
- Depending on management for direction; candidates who cannot effectively unblock themselves will find this role particularly challenging
Key responsibilities
- Combine advanced human technical knowledge with AI-driven tools to provide outstanding customer support, concentrating on sophisticated problems that remain beyond full AI resolution
Candidate requirements
- A minimum of 3 years of cumulative experience in technical customer support positions
- Expert-level generative AI skills (i.e., proficiency with multiple AI platforms, capability to automate processes and build custom GPTs); candidates whose AI usage is limited to 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
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