L2 Customer Support Architect

Crossover · Nov 2nd 2018

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We’re running an Online Hiring Event this Saturday to hire L2 Customer Support Architects ($60K/yr).

Online Hiring Events are live forums designed to enable you to understand the role and requirements through an interactive Q&A session followed by a self-directed testing process. The testing takes between 3-5 hours to complete. It’s worth taking the time to finish all the tests because we evaluate every single complete application to find the top talent.

This event will include all testing required to apply for the role. Upon grading the tests, and if you advance, we will set up an interview with the hiring manager.

L2 Customer Support Architects enjoy working on complex issues and the challenge that comes with escalated tickets. It is essential to have a deep understanding of software support tools and strong technical skills. World class service is more than solving the issue, it’s about providing the customer with an experience. L2 agents are expert communicators and strive for high-quality scores.

You will be working in an atypical customer contact center. You will connect with customers through different channels supporting cutting-edge products. You will be empowered to provide end-to-end support, and you will be encouraged to problem solve and take accountability for the customer experience.

Candidate Requirements:

  • Bachelor’s degree or equivalent
  • Pristine spoken and written English
  • +4 years as a front-line agent supporting software products
  • Able to solve +15 complex tickets per day
  • Can demonstrate an intermediate/advanced understanding of the following:
  • Windows or Unix/Linux Server
  • Network and Web servers
  • Database MS SQL / MySQL / Oracle / PostgreSQL
  • Sharepoint
  • Active Directory
  • Java / JavaScript / CSS / HTML
  • AWS
  • Docker
  • Python
  • Ability to learn multiple products across multiple technologies
  • Well versed in current software support practices and tools including troubleshooting, issue tracking, and ticket management
  • A fast learner, sharp thinker, investigative mind and real dedication to solving customer problems

Bootcamp Program:

To apply for a role at Crossover, you will go through a series of online tests, usually during the online hiring event. If you pass these tests, you will be offered the opportunity to participate in our four-full-time week Bootcamp training program. This is elite training taught by our top instructors.

Here’s what our graduates have to say about Bootcamp:

“I am very pleased to say that because of Crossover’s unorthodox and unique way of transferring the knowledge through (Paired sessions, coaching sessions with CSMs), I have never been more confident in my technical skills and abilities for my role.” -Mikael F

“The CTO Bootcamp was another thing that motivated me. I wanted to see how CTOs across the globe work and learn from them.” -Javed Z

“I’ve been with the company since Aug (been part of the second Bootcamp) and since then I’ve learned SQL, databases, servers, tapes, other content management systems etc- and that’s only been in 3 months. Usually when I’m in a new company, I learned a lot about their platform, their tools etc during the length of my time with them but never at this speed!” -Monnaliza T

It is offered as soon as you want to get started. You will be compensated for 40 hrs/ week at the hourly rate for the role you are applying to. Bootcamp training is an excellent opportunity to learn about our culture, expectations, tools, processes, and procedures. It’s an intensive and demanding program, but every graduate is guaranteed a job at the end of it.

Join our community of remote professionals!

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