Apr 10, 2022
Welcome to the Customer Support team at our company! 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. 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. Ability and willingness to work in an 8-hour shift (with a 1 hr break) from 7 p.m. to 4 a.m. UTC.
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.
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
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
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
Ability to communicate confidently with tech-savvy customers in fluent English
Experience troubleshooting and solving technical problems
Customer advocacy, empathy, and keen attention to detail
Ability and willingness to work in an 8-hour shift (with a 1 hr break) from 7 p.m. to 4 a.m. UTC
Experience in a technical support role covering enterprise software products
Bachelor’s degree in an IT-related field