Description
At most organizations, conventional customer support suffers from inefficiency and substandard performance. Support personnel often spend time on monotonous tasks or grapple with issues beyond their limited scope of knowledge. Evidence indicates that more than 60% of support requests require escalation because frontline teams lack the necessary capabilities to address them.
Trilogy operates differently. Overseeing more than 100 enterprise software solutions, we have transformed customer support through sophisticated AI integration. Our AI-powered chatbot resolves the majority of incoming issues, which means our engineers exclusively handle the most intricate and challenging cases. Every ticket you encounter will be complex, diverse, and demand innovative problem-solving skills.
This position offers no room for gradual onboarding or extensive mentorship. Candidates who require continuous supervision, find self-directed learning difficult, or routinely pose elementary questions will not survive the first two weeks. Achievement in this role demands initiative, rapid adaptability, and the determination to resolve problems autonomously.
For those prepared to confront the most demanding challenges in customer support, this opportunity will catalyze professional development unlike any other. You will develop exceptional technical knowledge spanning an extensive product ecosystem while directly influencing Trilogy's standing for superior service. If you are committed to testing your capabilities, we encourage your application.
What you will be doing
- AI-Enhanced Resolution Workflows: Examine escalated tickets beyond AI system capabilities, deploy human judgment where AI proves insufficient, and subsequently refine AI performance by addressing identified limitations
What you will NOT be doing
- Spending two full months on onboarding; you must achieve proficiency across multiple products during your first month (we recognize this expectation is demanding)
- Depending on management intervention; candidates who cannot independently overcome obstacles will find this role challenging
Key responsibilities
- Synthesize human technical judgment with AI-driven tools to provide outstanding customer support, concentrating on sophisticated challenges that AI systems have not yet mastered
Candidate requirements
- A minimum of 3 years of cumulative experience in technical customer support positions
- Demonstrated advanced proficiency with generative AI (specifically, experience across multiple AI platforms, capability to automate processes and develop custom GPTs); using LLMs solely for research, education, ideation, 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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