Technical Support Expert 2

Details

• Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores.
• Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps.
• Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams.
• Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.
• Fluency in English & Spanish.
• Solid technical skills: experience in common enterprise OSs.
• Experience providing ticket support.
• Experience providing live support: chat support, phone support, Zoom support or similar.
• Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports.
• A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences.
• Eagerness to learn new things, build expertise and support others in the field.
• Experience handling escalations effectively and efficiently.
• To work weekends and holidays as needed. Advance notice will always be provided before any such scheduling.
• Proven time management skills, with the ability to work well under pressure and without constant supervision (Be an owner). Are proficient at developing workflows to remain efficient at tasks while still following standard processes and procedures.
• Demonstrated ability to identify process and team improvements, and proven ability to create and curate internal and external documentation.
• Basic scripting knowledge (JS, PHP), and markup languages (HTML, XML).
• 2+ years of experience working cases in the compliance, fraud, or abuse space, with knowledge of the terminology used in these areas.
• Experience working around compliance, fraud, or abuse tooling or other rules engines and understand how to interpret reports.
• Experience with using industry tools to search databases, create custom queries, and generate reports - Splunk, DataDog, SQL tools.