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.
Level 1 Customer Support
Crossover University graduate supportive work culture and stability
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.
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
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.
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.