Twilio logo
Twilio

Twilio is a Platform-as-a-Service (PaaS) company established in 2007. In support of a flexible workplace, Twilio has previously posted freelance, flexible sched

Technical Support Expert 2

Location

Colombia

Posted

4 days ago

Salary

0

Seniority

Mid Level

No structured requirement data.

Job Description

Technical Support Expert 2

Twilio

Role Description This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company, and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading! Responsibilities - Provide product support for a wide range of customer inquiries received via telephone, email, social media, and chat. - Assess the nature of product or service issues and resolve a variety of complex support problems. - Log customer interactions and tag/categorize issues accordingly. - Resolve a monthly volume of tickets consistent. - Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary. - Identify ways to improve existing processes and procedures. - Mentor newer members of the Customer Support team with customer issues. - Contribute content to knowledge base to support team and customer enablement. - Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well managed. - Incident report and Oncall. Qualifications - 3-4 years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies. - A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback. - Experience communicating complex technical issues to both technical and non-technical audiences via phone or email. - Strong, creative problem-solving skills. - Quick learner, willing to take initiative, and has great follow-through. - A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. - A high-energy, optimistic outlook and positive attitude. - An empathetic approach to troubleshooting and customer service. - A demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs. - Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. - Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. - Focus - Achieve what they set out to do before launching new initiatives. - Experience with incident communication and on-call. - Experience with the following: - Supporting Email (or similar) REST APIs. - Email Deliverability. - JIRA/Confluence Experience (a plus). - Snowflake. - Terminals (command prompt). Requirements - Reading/Debugging HTML (a plus). - SQL (a plus). - Snowflake & Splunk (a plus). - Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing). - Postman or other APIs client. - Zendesk is preferable. Location This role will be remote, and based in Colombia. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. Benefits - Competitive pay. - Generous time off. - Ample parental and wellness leave. - Healthcare. - A retirement savings program. - And much more. Offerings vary by location.

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