L1 Customer Support Engineer$ 30k/Year ($ 15/Hour for 40 hours of productive work per week) Remote Position Long-term
At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that can possess technical expertise and are masters at delivering exceptional customer service.
We strive to be the best by hiring the best. We are looking for professionals who have an analytical mind, prior technical support experience, and a passion for helping others to join our elite force.
Our agents are passionate, smart 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. Our agents must be able to communicate effectively and professionally with our customers, while utilizing their technical experience and knowledge to resolve issues to reach high-quality service.
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.
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
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.
Work ExamplesEvery job creates excellent work. We want to show you the types of things you will learn, using real work examples of the processes, training examples, playbooks, projects you will build on the job.
Here is a playbook that has been produced by existing members of our Support organization on one of our top products. This is an excellent example of learning materials for new support team members
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.