Description
Educational support infrastructures are buckling under mounting complexity as demands from schools, families, and students escalate. Today's schools require immediate, AI-powered responses spanning learning platforms, student information systems, hardware, and operational processes. Yet most providers remain trapped in disjointed tools, manual handoffs, and fragile procedures that collapse when stress-tested.
We address this challenge through a radically different approach: AI-enhanced "cyborg" agents positioned at the heart of a functioning educational environment. In this position, you will define how the system evolves. Each resolution refines future automation, each root cause investigation shapes procedure and policy, and each outlier scenario you decode improves outcomes for thousands of learners and teaching professionals.
This is direct, production-grade troubleshooting within a service context. You will diagnose unclear, multi-party breakdowns spanning educational software, SIS infrastructure, authentication systems, connectivity, and operational pipelines; use AI to formulate hypotheses, validate theories, and expedite resolution sequences; capture the human logic that educates both platforms and personnel; and systematically recognize trends that convert isolated interventions into sustainable, organization-wide enhancements.
This is not basic ticket sorting, checklist execution, or "forward and forget." If you excel when documentation is sparse, when issues bridge technology, operations, and pedagogy, and when you can transition from technical diagnosis to stakeholder coordination while maintaining precision, this position will suit you.
What you will be doing
- AI-Augmented Customer Resolutions: Examine complex tickets escalated by AI systems, contribute human judgment in areas where AI underperforms, and subsequently enhance the AI system to close those gaps
What you will NOT be doing
- Spending two full months to reach productivity; you will be expected to ramp up on several products within the first month (we acknowledge this is demanding)
- Depending on your managers for assistance; if you are not skilled at removing your own blockers, you will likely find this role challenging
Key responsibilities
- Combine technical human judgment and AI capabilities to provide outstanding customer support, concentrating on complex problems that AI cannot yet independently solve
Candidate requirements
- Must be based in North or South America
- At least 3 total years of experience in a technical customer support role
- Basic coding skills for the purpose of troubleshooting/bug fixes
- Troubleshooting Skills: Explaining complex issues in simple terms, demonstrating strong problem understanding, recommending relevant troubleshooting strategies, proposing multiple solution paths, and showing attention to detail
You will be working for
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.
Pass proctored test.
Accept job offer.
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