Technical Support Representative
Posted on :
22-07-2024
Employer Active
1 Vacancy
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Job Description
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About the job
Crossover is the world's #1 source of full-time remote jobs. Our clients offer top-tier pay for top-tier talent. We're recruiting this role for our client, Trilogy. Have you got what it takes?
Does this sound like you?
- Your friends and family call you to troubleshoot their technology problems
- You love learning new things, and the thought of learning new software is exciting
- You are a puzzle-solver; whether that requires taking things apart to learn how they work or untangling a complex problem, you get to the bottom of it
- You want to take your technical aptitude and turn it into a career
- Welcome to the Customer Support team at Trilogy!
- We support over 100 unique enterprise software products - everything from mobile app development platforms to database load-balancers.
- We not only have the opportunity to learn, use, and support these products,
- we also become deep technical experts who can solve problems that no one has seen before.
Trilogy is a comprehensive business platform, driving hundreds of software companies to become more efficient and profitable by streamlining business functions from development to product management and R&D – - managed by the top 1% of global tech talent worldwide.
Our best customer support agents are intelligent people who love to soak up new knowledge. They enjoy using their expertise to solve challenging customer problems. - We make weekly investments in our team’s professional development that drives customer satisfaction and agent happiness.
Trilogy consistently wows its customers with the quality of our support. - We’re committed to hiring the top 1%, so you’ll work with people who challenge you.
- We’ve been fully remote from the start. While other companies were left playing catch-up due to COVID, our teams continue to operate as remote-work experts.
- Our communication systems and management style were built to optimize your work experience.
- Join our advanced technical support team to see how we’re transforming customer support.
What You Will Be Doing
- Solving complex customer problems that our AI bot was unable to help them with
- Asking insightful questions that get to the root cause of the customer’s problem
- Generating solutions using your product knowledge and our knowledge bases
- Spending 25% of your time learning about new products, features, & solutions
- What You Won’t Be Doing
- Getting bored answering simple questions for the same product each day
- Working on easy or simple tickets, such as resetting passwords
- Working alone and avoiding live customer interaction
- Analyzing, writing, or debugging source code
- Technical Support Representative Key Responsibilities
- Take ownership of support incidents and use all available resources and knowledge to resolve them
- Consistently improve the quality of your work by internalizing the feedback and coaching you receive
- Basic Requirements
- At least 2 years of experience in a technical customer support or entry-level engineering role
- Enough coding experience to pass a basic coding test (i.e. bug fixes)
- Availability to work any shift we assign you
Employment Type
Full Time
Department / Functional Area
Key Skills
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