L1 Customer Support Engineer


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 Engineer

$ 30k/Year   Flexible   Long-term

Crossover, the world’s largest #remotework company is looking for exceptional IT professionals who want to work for a support team, unlike any other support organization. We offer long-term, full-time roles in 100% #remotejobs working with the best talent from around the world. L1 Customer Support Architects enjoy working on complex issues and the challenge that comes with escalated tickets for a portfolio of more than 100 different Cloud-based Saas products.

You are part of a team responsible for ensuring the highest quality of customer service by using the latest technologies and toolsets. L1 Customer Support Architects combine technical acumen with their exceptional verbal and written communication skills. They strive for high-quality scores by working through complex issues and challenges that come with solving support issues. Apply now to start your long-term career path with us and shape the #futureofwork.

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3500+
Partners
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Customers
116+
Countries
420+
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

Level 1 Customer Support Architects are tech specialists who enjoy working on complex issues and the challenge that comes with escalated tickets. These innovative problem solvers are passionate about helping the customer and demonstrate the ability to de-escalate situations.

You work with the best customer agents around the world and use different software support tools. L1 Architect has strong technical and analytical skills and exceptional communication skills. L1s are expected to be subject matter experts in technologies that most of our products use. You need to be able to read the code, write basic scripts, understand front-end technologies, and have experience working with servers and networks.

 
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:

Provide a world-class customer experience

Be available when customers need you in a 24/7 model

Work one-on-one with customers in helping them succeed with their new software product

 
CANDIDATE REQUIREMENTS

To excel in this position you will need to:

+2 years as a front-line agent supporting software products

Meet productivity and quality goals for all tickets solved

Learn multiple products at the same time

Have strong English oral and written communication skills

Be well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management

 
 
WHAT YOU WILL LEARN
 

In your role as a Level 1 Customer Support Engineer, 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 weekly 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
Knowledge base article creation
https://docs.google.com/document/d/13Mr8tAfHrabCB1xJCF40GRABmfqdgmnnGdUiTwa_qpU/edit#heading=h.a9k0spyz7jh2
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:
    1. SVP - Senior Vice President
    2. VP - Vice President (3-5)
    3. CSM - Customer Support Managers (8-10)
    4. L3 PSM - Level 3 Product Support Managers (20)
    5. L2 CSA - Level 2 Customer Support Architects (50)
    6. L1 CSE - Level 1 Customer Support Engineers (100-150)

  • What type of software products do you support?

    Please take a look at our portfolio of companies and products

  • L1 Customer Support Agents work on weekends?

    Yes, you will have a shift that will include weekends.

  • Which are the metrics you are measured by?


    1. A: 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