APPLY NOWDescription:
Our client, Trilogy Software, is looking for exceptional IT professionals willing to become a part of the Central Support team, providing technical support for a hundred complex enterprise products with a total of 20K+ tickets per month.
Trilogy runs a radically differentiated process where each L1 agent supports dozens of products. In this setup, the Knowledge Base becomes a cornerstone technology that empowers customers with self-service, enables AI-powered bots to close the simpler support tickets, and allows any L1 support agent to provide a solution that would WOW! our users.
We've designed a dedicated role of the Product Knowledge Curator to become the Knowledge Base owner taking full responsibility for the correctness, completeness, and usability of the KB for a particular product.