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L1 Customer Support Engineer


We are looking for experienced L1 Customer Support Engineers.

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L1 Customer Support Engineer
$30,000 USD Per Year

 
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$15 USD PER HOUR AT 40 HOURS PER WEEK

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MAKE IMPORTANT TECHNICAL DECISIONS

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LEARN AT AN AMAZING RATE

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WORK WITH TOP 1% OF GLOBAL TALENT

Are you an effective communicator who is well versed in current software support practices? Do you have excellent troubleshooting skills, an energy and passion for learning new products and technologies?  If you are driven by customer success, enjoy problem solving, and love helping people, then this is the job for you.

 


Expectations

Customer Support L1 are software engineers who couple their technical acumen with the ability to interact directly with our customers. They are technical, but they have the unique ability to couple that with exceptional verbal and written communication skills. They are smart, driven, curious, and empathetic, going out of their way to help customers and not resting until a problem is solved.

 

Key Responsibilities

The daily activities include:

  • ‘Pair Support’ and working closely with colleagues to learn and teach new technologies and support techniques.  The goal of Pair Support is to create a culture where all team members solve tickets on all products in a continuous improvement learning environment.

  • Advanced analytical, problem diagnosis, troubleshooting and resolutions skills

  • Defusing of any escalated customer situations

  • Effective communication of technical solutions to non-technical customers.

Candidate Requirements

  • You have worked, at least 3 years, as a front-line agent in a high-volume contact center.  Note - if you have over 5 years of experience and have software architect-level technical acumen - you may want to consider applying for the L2 Customer Support Architect role.  You will be asked to take senior architect software tests to prove your technical skills in the L2 role.

  • You have performed tech support tasks for B2C or B2B customers.

  • You must have the ability to learn multiple products across multiple technologies

  • You need to be well versed in current software support practices and tools including: troubleshooting, virtual environments, issue tracking, log investigation, build testing, and ticket management.  

  • You should have above average computer skills, and some working programming knowledge is a plus so that you can learn our products and resolve basic technical issues

  • Strong oral/written communication skills in English is a must, so you can communicate effectively and professionally with customers.

  • Fast learner, sharp thinking, investigative mind and true dedication to solve customer problems.

  • As a Level 1 Agent, you will have a full caseload at all times, so you will need to manage your time and adjust your priorities as your caseload evolves.

Optional Skills:

  • We are a global company with global customers - if you have the ability to speak additional languages - that will give you an additional advantage in the application process.  The optional additional languages we are looking for are German, French, Spanish, Italian, Japanese, Russian, Czech, Cantonese & Thai.

Hierarchical level

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Who Is Crossover?

Crossover connects the world's top talent with the world's best companies. We're re-inventing how people find long-term, challenging work, and how companies leverage the best talent in the world. We assemble teams of rockstars and provide playbooks and a platform, WorkSmart, to help teams and individuals continuously improve how they work.

We're creating a future where all high-skill jobs are in the cloud and big data helps people and teams be more productive. A future where brick and mortar offices are history. We believe the future of the workforce is global and will be built from teams collaborating from every corner of the world.

Crossover has more than 2,500 partners in 108 countries. Unlike freelancer or outsourced marketplaces, Crossover only offers long-term, multi-year projects or programs.

Hear more about our strategy and vision from our CEO, Andy Tryba: 

 

The Remote Life @ Crossover.

A key benefit of Crossover - and the cloud - is all our roles are location independent. Live and work anywhere: work from home, a coffee shop or at one of the many co-working spaces Crossover partners can access and collaborate.

 Work from a home office or co-work at the many co-working spaces available to partners around the world

Work from a home office or co-work at the many co-working spaces available to partners around the world

We believe in equipping people to work where they can be the most productive and happy, with a commitment of 40 hours a week.

Crossover offers:

WEEKLY PAYMENTS IN USD

FULLY LEGITIMATE CONTRACT

FULL
40 HOURS/WEEK

LONG TERM
2-3 YR PROJECTS

 

HOW DO I APPLY?

Step 1: Online Application

Start your application by creating an account and profile with Crossover, then uploading your resume and confirming your email address. From there, the Crossover platform will guide you through the remaining steps.


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Step 2: Take the English and Fundamentals Test

We have a series of multiple-choice tests to check for the knowledge and skills needed for the role and an English exam where we ask candidates to upload a 2-3 minute audio submission. After this stage, you will receive an email invitation to the next step in the application process.


Step 3: Free Response Questions and CCAT Testing

In this step, we will ask you a series of free response questions that will simulate scenarios you are likely to encounter in the role. We find both the willingness to invest this time – coupled with the insights we derive from the answers – help us find the truly capable and passionate candidates. You may also be asked to make a presentation of your answers to demonstrate your communication skills. The free response section is an opportunity to preview the type of work you would be doing in the role and demonstrate your technical skills and abilities to hiring managers. The last free response question will invite you to complete CCAT testing. The CCAT measures cognitive aptitude or general intelligence, and tests an ability to solve problems, digest and apply information, learn new skills, and think critically.


Step 4: Join the Interview

The final step of the evaluation process is the marketplace interview. One of our hiring manager evaluators will speak with you on a video call to understand if you're the best fit for the position. In addition to technical and business questions about your current and previous roles and achievements, you may be asked about the answers you gave in your free response questions.


Step 5: Meet the Customer and Get Hired

If you successfully pass all stages of the evaluation process, you will have the opportunity to talk with hiring managers about the positions that are currently available. This is intended to be a two-way discussion where you can ask questions about the team, product, metrics, roadmap, etc. You can interview with as many hiring managers as desired and make the decision on which company or team best fits your interests and career goals.