Technical Support Expert – Level 2

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

📋 Description

• Assume responsibility for high-impact support tickets and queues, ensuring effective management and compliance with Support SLAs while striving for exceptional CSAT scores.

• Deliver prompt and clear updates on critical issues, incidents, and escalated cases, including challenges within processes, and proactively engage with customers to provide updates and next steps.

• Continuously seek out and apply enhancements to processes and procedures to improve customer experience and service excellence in collaboration with global Onboarding and Compliance teams.

• Act as a primary communicator and collaborator among various Twilio departments to swiftly address urgent customer concerns and provide effective solutions tailored to customer needs.

⛳️ Requirements

• Proficiency in both English and Spanish.

• Strong technical skills: experience with common enterprise operating systems.

• Background in providing ticket support.

• Experience in delivering live support through chat, phone, Zoom, or similar platforms.

• Familiarity with Knowledge Database tools for searching databases, creating custom queries, and generating reports.

• Proven track record of customer focus and empathy, including the ability to convey complex issues to both technical and non-technical audiences.

• Willingness to learn new concepts, develop expertise, and assist others in the field.

• Experience in effectively and efficiently managing escalations.

• Availability to work weekends and holidays as required, with advance notice always provided prior to such scheduling.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• A retirement savings program

• Much more