Twilio
Technical Support Expert 2
Remote Customer Support role with clear candidate location fit.
PostedRecently added
Eligible countries1 accepted country
Seniority signalOpen level
Work settingRemote
Accepted candidate locations
Colombia
Role overview
Technical Support Expert 2
Requirements and responsibilities
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Details
- 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
- 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
- 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
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