Technical Support Expert 2

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Assist customers in utilizing the Twilio platform effectively, ensuring they have an optimal experience with Twilio’s offerings.

• Act as the representative of Twilio for customers and partners.

• Function as a subject matter expert regarding Twilio’s APIs and SDKs.

• Comprehend and resolve standard customer inquiries and escalations via phone, email, chat, side channels, and live support.

• Convey fundamental concepts to customers with the necessary empathy and urgency.

• Utilize Twilio’s AI tools and automation to support customers and communicate effectively.

• Prioritize the support queue based on status, urgency, and entitlement to meet SLA compliance goals.

• Record every interaction with customers and internal teams.

• Contribute to the creation of knowledge articles.

• Adhere to protocols for tagging, categorizing, and merging support tickets.

• Employ runbooks, wikis, macros, and other resources to resolve tickets promptly.

• Elevate issues to senior technical personnel to facilitate ticket resolution.

⛳️ Requirements

• A minimum of 3 years of relevant experience.

• Background in account reconciliation or data analysis, coupled with technical troubleshooting abilities.

• Proficiency in English, encompassing verbal communication, comprehension, listening, and writing skills.

• Willingness to work non-standard hours, including on-call rotations during weekends and holidays.

• Capability to address customer concerns diplomatically and provide constructive feedback.

• Proven attention to detail, with the ability to quickly adapt to new products, technologies, and shifting customer or business requirements.

• Strong analytical and critical thinking skills.

• Bachelor’s Degree or equivalent certifications and relevant work experience.

• Experience in escalation management, including knowing when to escalate issues and the ability to de-escalate challenging customer situations in real-time.

• Basic experience and skills in case management.

• Proficiency in Excel, SQL, database queries, and ZenDesk.

• Familiarity with Salesforce, Zuora, or other financial management systems.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Comprehensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings plan.

• Remote-first work environment.

• Occasional travel for project or team meetings in person.

• Support for volunteering and charitable donations.