Twilio - Technical Support Expert 2
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Requirements
• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! • 3+ years of experience • Experience with account reconciliation or data analysis, including technical troubleshooting skills • Fluency in English (verbal, comprehension, listening, and writing) • Availability to work non-standard, on-call rotation weekend and holiday hours • Ability to diplomatically address customer concerns and provide feedback • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs • Strong problem-solving skills and critical thinking • Desired: • Bachelor's Degree or equivalent certifications and work experience • Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment • Basic case management experience/skills • Proficiency with Excel, SQL, database queries, ZenDesk • Experience with Salesforce, Zuora or other financial management software • Location • This role will be Remote, and based in Colombia. • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way.
Responsibilities
• Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel. • Communicates basic concepts to customers with appropriate empathy and urgency • Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers • Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role • Document every customer interaction (email, phone, chat, side-channel communications). Document every internal interaction (research, cross-team engagement). Contributes to Knowledge articles. • Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution
Benefits
• Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. • Twilio thinks big. Do you? • We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. • So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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