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.

L1 Customer Support Engineer

$ 30k/Year  ($ 15/Hour for 40 hours of productive work per week)  Remote Position   Long-term

Do you pride yourself on providing exceptional customer support? Have you ever wanted to improve processes, but were not empowered to do so? Are you an effective troubleshooter? Are you a technical support guru who is passionate about helping others and want to be a change agent? If so, you belong to our elite support team!

As an L1 Customer Support Engineer, you will be empowered to streamline processes and improve our knowledge base, so you can better serve our valued customers. You will have to ensure that customer’s queries are resolved timely, efficiently and always with stellar service. You will be challenged by cutting-edge software products having to learn at a pace of one per week. You need to have an excellent analytical mind, you need to be a lifelong learner, and you need to be up to join the best support team unlike any other in the software industry.

“I’ve finally found a position where I am rewarded for approaching tasks and problems in unconventional ways; it’s almost a requirement in our team. Every day is something new and it never feels stale. If you have a creative streak and a passion for customer service, then this role would be a perfect fit.”
-Maria G, L1 Customer Support Agent
, we have  full time partners from your country,   Let’s make it !


 
 
 
 
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

Our agents are passionate about helping others and understand that world-class service is not just about solving the problem. It’s about the experience.

We put our customers first. As a Level 1 Customer Support Engineer, you will be the cornerstone of this philosophy.

This is a remote position, and therefore superb written and verbal communication skills are vital to success. You will communicate effectively and professionally with our customers; while utilizing your technical experience and knowledge to resolve issues to reach high-quality goals.

You will be given the opportunity to learn about cutting-edge products and expand your technical knowledge and skills. You’ll be empowered to drive change and improve upon processes and redefine the customer experience. You will grow your career faster than in any other company in the software industry!

As an L1 Customer Support Agent, you will:

  • Manage issues by priority and/or severity vs. time to resolve

  • Understand technical issues and triage effectively

  • Explain a technical topic to a non-technical audience

  • Learn how to set the right expectations with customers

  • Provide top quality technical customer support

 
BOOTCAMP 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 Crossover University “Bootcamp” training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Crossover University:

"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 Bootcamp 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 Bootcamp) 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. Crossover University 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.

 
ONLINE HIRING EVENT

A hiring event is a scheduled online event where all our relevant testing relating to a role is conducted on the same day. Submissions received during the event are graded the following week, and successful candidates notified if they have progressed to the next round which is an online interview with a Hiring Manager.

 
 
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

Get in front of problems and proactively help customers resolve potential issues

Resolve calls efficiently and effectively

Meet productivity and quality goals for all tickets solved

Learn multiple products at the same time

Learn how to master playbooks and implement best practices

Write knowledge base articles to fill knowledge gaps

 
CANDIDATE REQUIREMENTS

To excel in this position you will need to:

Have strong English oral and written communication skills

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

Perform at a high level solving at least 15 tickets per day

Know how to write knowledge base articles and step by step guides

Be open to learning multiple products across multiple technologies at the same time

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

Have basic to intermediate technical knowledge in the following technologies/languages:
• SQL Server
• Oracle DBs
• Unix/Linux
• Networking
• Windows Server administration
• SharePoint
• Web Servers

Previous Telco experience is highly desirable
 
 
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:

    • SVP - Senior Vice President

    • VP - Vice President (3-5)

    • CSM - Customer Support Managers (8-10)

    • L3 PSM - Level 3 Product Support Managers (20)

    • L2 CSA - Level 2 Customer Support Architects (50)

    • 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?

    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 amount of tickets solved per day.

 
 
 
ABOUT THE ROLE

 
FAQs