L1 Customer Support Agent$ 30k/Year Flexible Long-term
Crossover, the world’s largest #remotework company is looking for exceptional IT professionals who want to work for a unique support team, a support team unlike any other support organization. We are the world leader in long-term full-time roles in 100% #remotejobs. Want to be the best remote worker in your part of the world? If you earn a position with us, you’ll get on the job training and coaching for effective remote productivity.
If you are an L1 agent in a typical customer support organization, you most likely spend the bulk of your day unlocking accounts or resetting passwords and escalating anything that requires more than remedial skill. You are trained only on a couple dozen of the simplest use cases for a handful of products.
In our support organization we believe that the L1 role is far more important. As an L1 support agent, you will "WOW" the customer with your deep knowledge of the application which is measured in hundreds (not dozens) of use cases. This is not technical knowledge. You don't need to be a software engineer (that is for L2), because customers love that there is nothing in the app that you don't know.
Deep knowledge doesn’t come for free. You will be given the opportunity to develop your deep expertise daily because our process mandates product training for 2 hours per day for every agent.
Apply now to start your long-term career path with us and shape the #futureofwork.
Level 1 Customer Support
Crossover University graduate supportive work culture and stability
Typical L1 agents are trained to handle a few dozen of the most basic use cases. In our organization, as an L1 agent, you will WOW the customer with your deep knowledge of the product covering hundreds and hundreds of use cases.
L1 Agents have excellent customer service, exceptional communication skills and have a desire to continually be challenged in learning new products. L1s are expected to quickly resolve a customer issue or escalate to other groups if beyond their scope.
On a daily basis you will:
"WOW" our customers with your depth of knowledge of product
Resolve or elevate tickets and calls, and
Learn new products continually
In your role as a Level 1 Customer Support Agent, you will be a master at providing exceptional technical support. You will develop the ability to seek continuous improvement through our productivity tool, ‘WorkSmart,’ which will help you develop critical skills through identifying moments of high intensity and focus, communicate blockers to your manager, and see your progress on achieving metric performance goals. You will also receive candid feedback to learn, develop and grow in your role and accelerate your career faster than in any other software company in the industry.
How is the support team organized?
Our current support team has the following structure:
SVP - Senior Vice President
VP - Vice President (3-5)
CSM - Customer Support Managers (8-10)
L2 CSE - Level 2 Customer Support Engineer (75)
L1 CSA - Level 1 Customer Support Agent (100)
PKC - Product Knowledge Curators (40)
KA - Knowledge Architects (20)
What type of software products do you support?
Enterprise and SMB software - please take a look at our portfolio of companies and products: https://eswcapital.com/wp-content/uploads/ESW-Capital-Overview.pdf
L1 Customer Support Agents work on weekends?
Yes, you may have a shift that will include weekends.
Which are the metrics you are measured by?
In this position, you will be expected to deliver weekly results. Your results will be measured by quality metrics (internal quality scorecard), customer NPS, and productivity measured by the number of tickets solved per day.