Job Description
In most companies, traditional customer support is often plagued by inefficiency and mediocrity. Support engineers frequently waste time on repetitive tasks or struggle with problems outside their narrow expertise. Data shows that over 60% of tickets get escalated because the first line of defense lacks the skills or knowledge to resolve them.
About Trilogy
At Trilogy, we don’t do traditional support. Managing over 100 enterprise software products, we’ve redefined customer support with advanced AI. Most issues are handled by our AI-powered chatbot, leaving only the most complex challenges for our engineers. That means every ticket you touch is difficult, varied, and requires creative problem-solving.
Role Expectations
- Proactive Problem Solver: No time for hand-holding or slow learning.
- Autonomous Learner: Ability to self-learn and adapt quickly.
- Growth-Oriented: This role offers accelerated growth and unparalleled technical expertise.
Responsibilities
- AI-Augmented Customer Resolutions:
- Analyze complex tickets escalated by AI systems.
- Apply human expertise where AI falls short.
- Improve the AI system through feedback.
What You Won’t Be Doing
- Taking two whole months to get up to speed; you are expected to ramp up multiple products within the first month.
- Relying on your managers for help; unblocking yourself is essential.
Key Requirements
- Currently based in North or South America
- At least 4 years of experience in a technical customer support or engineering role
- Advanced generative AI proficiency (use of multiple AI tools, automation, custom GPTs)
About the Role
This position is ideal for those ready to tackle complex issues and grow their technical expertise within a supportive yet challenging environment.
What You Will Be Doing
- Analyze complex tickets escalated by AI.
- Apply human expertise to resolve issues where AI is insufficient.
- Contribute to AI system improvement.
Essential Skills
- Technical support or engineering experience (minimum 4 years)
- Proficiency with generative AI tools and automation
- Ability to work independently and adapt swiftly
About Trilogy
Hundreds of software businesses run on the Trilogy Business Platform. We focus on:
- Talent Acquisition
- Technological Innovation
- Business Incubation
A place for growth, innovation, and achievement.
Job Highlights
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