L1 Customer Support Engineer


Apply for high-paying remote  L1 Customer Support Engineer jobs right now. Be part of a global customer support team where every agent learns every product. Work with the best global support engineers using our data-driven solution to help you measure productivity within your remote teams.

L1 Customer Support Engineer

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

We are looking for professionals who want to work for a support team, unlike any other support organization. We expect candidates to have previous experience supporting software products and resolving a high volume of tickets on a daily basis. Agents who can couple their technical acumen with their exceptional verbal and written communication skills. We are looking for smart, driven, curious, and empathetic agents, who are willing to help customers and who will not rest until a problem is solved.

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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

We understand that excellent customer service is not just about assisting customers. We expect our agents to provide a world-class customer experience. Most importantly, we believe every customer deserves to be heard, cared for, and treated with respect. We put our customers first dealing with each issue one at a time until it is resolved.

We are not a typical customer contact center. You will connect with customers in many different ways with supporting cutting-edge products. You will be empowered to provide end-to-end support, and you are encouraged to problem solve and take accountability for the customer experience. You will be the face of our business, through your words and actions our customers will remember our company.

 
BOOTCAMP PROGRAM

To be considered for this position you are required to take part in a mandatory training series and tests included in our 4-week Bootcamp program.

After grading your tests, you will be eligible to take the Bootcamp which is usually held within a week of obtaining your test results. You will be paid the full-time rate for 40 hours per week for four weeks.

Once the Bootcamp tests are complete, we will be able to evaluate you for the position correctly. Bootcamp is a very tough training program, and only an average of 50% of attendees can finish it. Taking the Bootcamp doesn’t guarantee that you will be hired, but it is a requirement as part of the hiring process.
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

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 toy (our software product!)

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

Learn multiple products at the same time

Master playbooks and implement best practices

Resolve calls efficiently and effectively

Meet productivity and quality goals for all tickets solved on a weekly basis

 
CANDIDATE REQUIREMENTS

Strong oral/written communication skills in English is essential. We need you to communicate effectively and professionally with customers

At least 2+ years as a front-line agent supporting software products. We need you to solve at least 20 complex tickets per day

Ability to learn multiple products across multiple technologies. Our philosophy is that all agents support all products

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

Above average computer skills

Working knowledge in programming is a plus, so you can learn our products and resolve basic technical issues

A fast learner, sharp thinker, investigative mind and real dedication to solving customer problems

Required administration and/or troubleshooting of:
• Windows or Unix/Linux Server

• Network and WeB Servers

• Database MS SQL / MySQL / Oracle / PostGreSQL

• Sharepoint

• Active Directory

• Java / Java Script / CSS / HTML

• AWS
 
 
WHAT YOU WILL LEARN
 

You will be part of a fast pace remote work environment where information, processes, and procedures can literally change from one day to the other, and you will learn to keep the pace. You will learn how to work together with a large organization, making all the different parts fit together, in order to improve the end-to-end process of support.

 
 
 
 
 

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 here

  • 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.

 
WHAT CROSSOVER MEMBERS SAY ABOUT THE ROLE

 
ABOUT THE ROLE

 
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