At Trilogy, we’ve reimagined Customer Support Engineer with the power of AI. Managing over 100 unique enterprise software products, we leverage advanced AI tools to streamline troubleshooting and enhance problem-solving capabilities. Our AI-driven approach not only helps diagnose issues faster but also provides intelligent insights and solutions, making our support team exceptionally efficient and effective. Our AI-powered Chabot crushes most tickets, so only the most complicated customer issues will be escalated to you.
In the fast-paced world of enterprise software, traditional customer support methods often fall short of excellence. Support engineers often find themselves bogged down in repetitive troubleshooting, limited by the narrow scope of their product expertise. Data shows that over 60% of support tickets are escalated due to inadequate problem-solving skills or a lack of product knowledge. This not only frustrates customers but also stifles the growth and satisfaction of support agents.
The issues you face in this role will be challenging and diverse, requiring solutions that may involve configuration, database adjustments, or even code-level fixes. This is not a role for those who prefer to stick to familiar routines or spend months mastering a single product. We seek self-starters who can quickly adapt, troubleshoot efficiently, and continuously learn on the job. If you are someone who gets frustrated by rigid processes or needs extensive hand-holding, this is not the right fit for you.
You will be a crucial part of the Trilogy Support team, directly contributing to our reputation for exceptional customer service. This position offers a unique opportunity to advance your career rapidly by developing deep technical expertise across a wide array of products. If you are ready to embrace a challenging yet rewarding role where you can make a significant impact, we encourage you to apply.
Customer Support Engineer Job Details:
| Title | Detail |
|---|---|
| Posted On | 30 July 2024 |
| Job Type | Full Time |
| Sector | Remote |
| Company | Trilogy |
| Salary | $30 USD/hour |
Customer Support Engineer Responsibilities:
- Taking two whole months to get up to speed; you will be expected to ramp up one several products within the first month (we are aware this is aggressive)
- Relying on your managers for help; if you are not adept at unblocking yourself, you will likely struggle in this role
- Integrate technical human expertise and AI capabilities to deliver exceptional customer support, focusing on complex issues that AI cannot yet fully resolve
Customer Support Engineer Requirements:
- At least 4 total years of experience in a technical customer support or engineering role
- While this is NOT a coding-heavy role, you will still need to be able to read and write code at a basic level for debugging purposes
- Experience using generative AI tools (e.g., ChatGPT, Bing, Claude, Bard) in a professional setting
How to Apply?
Interested candidates wants to apply for this position and meet the required criteria can apply through the link given below.
