customer support
Posted 3 days agoTechnical Support Expert 2
at Twilio
ColombiaRemote
Responsibilities
- Document every customer interaction (email, phone, chat, side-channel communications). Document every internal interaction (research, cross-team engagement). Contributes to Knowledge articles.
Requirements
- We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! .
- experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.
- We are looking for our next Technical Support Expert 2 to join our Accounts & Billing team, who will be dedicated to understands and resolves basic & routine customer requests, identify customer escalations and Document every customer interaction.
- 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
- Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution
- Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.
- We are always looking for people who will bring something new to the table! *Required:
- Experience with account reconciliation or data analysis, including technical troubleshooting skills
- Fluency in English (verbal, comprehension, listening, and writing)
- Ability to diplomatically address customer concerns and provide feedback
- Bachelor's Degree or equivalent certifications and work experience
- Basic case management experience/skills
- Proficiency with Excel, SQL, database queries, ZenDesk •
- Experience with Salesforce, Zuora or other financial management software Location
- For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer
- Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Experience
- 3+ years of experience •
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.
Additional details
- At Twilio, we’re shaping the future of communications, all from the comfort of our homes.
- We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
- Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.
- As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding.
- Join the team as Twilio’s next Technical Support Expert 2 About the job
- This position is needed to support our customers’ use of the Twilio platform, and help customers get the best
- Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings and Slack chats sprinkled in. Responsibilities
- Follow established guidelines on tagging, categorizing, merging tickets.
- If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio.
- Availability to work non-standard, on-call rotation weekend and holiday hours