Twilio
Technical Support Expert 3
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 3
Requirements and responsibilities
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Details
- Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers
- Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequencesCollect, document, and collate feedback for continuous improvement
- Own customer communication and ticket handling during account administration and billing-related incidents
- Evaluate various circumstances and apply credits or refunds as designated within policy.
- Troubleshoot complex issues, including technical components, to ensure proper functionality.Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures
- Deliver training on specific topics to help the development of peers
- Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira)
- Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more
- Act as a point of contact for senior leadership escalation support when necessary
- Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc.
- Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support
- Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training
- 5+ years of relevant experience
- Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results
- Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis
- Experience with Salesforce, Zuora, or other financial management software.
- Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA)
- Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
- Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression (Combined the two general communication/writing points)
- Ability to professionally and diplomatically address customer concerns and provide concise feedback
- Ability to create, verify, identify gaps and process technical documents
- Ability to de-escalate tense or challenging customer situations in a live environment
- Proficiency with Excel, SQL, database queries, ZenDesk
- Knowledge and experience in tools like Airtable, Trello or Asana
- Working knowledge of JIRA with a plus for JIRA Administration
- Active contributor to self-help resources and content creation (Wiki, macros, KB, etc.)
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