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.
-Maria G, L1 Customer Support Agent
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
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.
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
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 ExamplesAs an L1 Customer Support Engineer, your main responsibility is to help our customers with their queries. To do so, you will have a vast number of playbooks and knowledge base articles to rely on. Here’s an article on why knowledge management is vital for this position and which types of knowledge base articles we create internally:
Knowledge base article creation
Relevant Files and LinksHere are a few relevant books that will help you understand the expectations & align you with Crossover’s hiring managers’ philosophy:
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.