At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that possess technical expertise and are masters at delivering exceptional customer service.
Responsibilities:
Our agents are passionate, smart 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. Our agents must be able to communicate effectively and professionally with our customers while utilizing their technical experience and knowledge to resolve issues to reach high-quality service.
Responsibilities
**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 product
- 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
Requirements
To excel in this position you will need to:
- Have strong English oral and written communication skills
- +2 years as a front-line agent supporting software products
- Perform at a high level solving at least 15 tickets per day
- Know how to write knowledge base articles and step by step guides
- Be open to learning multiple products across multiple technologies at the same time
- Be well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management
- Have basic to intermediate technical knowledge in the following technologies/languages:
- SQL Server
- Oracle DBs
- Unix/Linux
- Networking
- Windows Server administration
- SharePoint
- Web Servers
- Previous Telco experience is highly desirable
