Twilio
Technical Support Engineer 2
Remote Customer Support role with clear candidate location fit.
PostedRecently added
Eligible countries1 accepted country
Seniority signalOpen level
Work settingRemote
Accepted candidate locations
Japan
Role overview
Technical Support Engineer 2
Requirements and responsibilities
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Details
- Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio’s platform functionality
- Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
- Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
- Clearly communicate with customers and other internal teams about issues impacting their service
- Effectively verify that issues have been resolved
- Execute internal processes to streamline and scale support
- Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
- Reporting and knowledge base documentation expertise
- Provide Email, Chat and Phone support to customers
- Fluency in Japanese and English
- Past billing experience, including analyzing the invoices
- Knowledge of Excel, SQL and ZenDesk
- Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
- Ability to help, train and mentor team-members, and advise on improvements for our Billing platform
- Ability to make sound decisions quickly and efficiently
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
- Respond to customer inquiries related to billing reconciliation and account audits
- Investigate billing, pricing and usage issues and communicate the findings to our customers
- Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
- Past experience in Zuora or any other financial management software
- Previous exposure or knowledge of Twilio products.
- Coding experience in any language. (reading and debugging)
- Previous experience with JIRA or a similar ticketing system.
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