L1 Customer Support Agent


Are you a master at delivering exceptional customer service and possess technical expertise? Learn more about our L1 Customer Support Engineer role.

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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.

, we have  full time partners from your country,   Let’s make it !
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Customers
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Teams
Why Crossover?
Crossover recruits and builds world class high performing teams to power the fastest growing portfolio of software products in the world. No other company provides the training and the opportunities to test yourself on the depth and diversity of projects that we do. All roles are location independent so you are guaranteed to work with the best in the world. Challenge yourself. Be part of the change.
 
 
 
WHAT YOU'LL BE DOING

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.

 
REMOTE CAMP PROGRAM

To apply for a role at Crossover, you will go through a series of online tests, usually during the online hiring event. If you pass these tests, you will be offered the opportunity to participate in our four-full-time week Remote Camp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Remote Camp,

"I am very pleased to say that because of Crossover's unorthodox and unique way of transferring the knowledge through (Paired sessions, coaching sessions with CSMs), I have never been more confident in my technical skills and abilities for my role."
-Mikael F

"The CTO Remote Camp was another thing that motivated me. I wanted to see how CTOs across the globe work and learn from them."
-Javed Z

"I've been with the company since Aug (been part of the second Remote Camp) and since then I've learned SQL, databases, servers, tapes, other content management systems etc- and that's only been in 3 months. Usually, when I'm in a new company, I learned a lot about their platform, their tools etc during the length of my time with them but never at this speed!"
-Monnaliza T

It is offered as soon as you want to get started. You will be compensated for 40 hrs/ week at the hourly rate for the role you are applying to. Remote Camp training is an excellent opportunity to learn about our culture, expectations, tools, processes, and procedures. It's an intensive and demanding program, but every graduate is guaranteed a job at the end of it.

 
 
KEY RESPONSIBILITIES

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

 
CANDIDATE REQUIREMENTS

To excel in this position you will need to:

Be a Voracious Learner - Has the desire and ability to become a deep expert in hundreds of use cases across multiple products

Have a Take Charge Attitude - All the expertise in the world is useless if you can’t own finding the solution, and telling the customer exactly what needs to happen to solve the problem

Be a Great Communicator - Communication allows the agent’s deep product expertise to shine through to the customer. Misunderstandings or unclear solutions will disqualify a candidate

 
 
WHAT YOU WILL LEARN
 

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.

 
 
 
Work Examples
Assets
doc
Work Product for L1
https://docs.google.com/presentation/d/1N8MmfAdRCcmwsPW5Zfooq37zVXr2RlZAZuauFlNgr94/edit#slide=id.g477015ee8d_0_88
GDocs
Relevant files and links
External resources
pdf
Summary of Stephen R. Covey’s 7 Habits of Highly Effective People
Stephen R. Covey (Author)
http://dl.motamem.org/Summary-Seven-Habits-of-Highly-Effective-People.pdf
Book
pdf
Be Our Guest: Perfecting the art of customer service
Disney
https://apoloniasotelocrow.files.wordpress.com/2017/05/be-our-guest-perfecting-the-art-of-customer-service-disney-institute-book-a-by-the-disney-institute-theodore-kinni.pdf
Book
pdf
On Writing Well
William Zinsser (Author)
http://richardcolby.net/writ2000/wp-content/uploads/2017/09/On-Writing-Well-30th-Anniversa-Zinsser-William.pdf
Book
 

Questions
and Answers

  • 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.

 
 
 
ABOUT THE ROLE

 
WHAT CROSSOVER MEMBERS SAY ABOUT THE ROLE

 
FAQs