Technical Support Expert 2
Offer summary
Qualifications:
At least 2 years of experience in customer or technical support roles, supporting Email Communications, SaaS, or related technologies., Strong communication skills for explaining complex technical issues to diverse audiences., Demonstrated customer focus, empathy, active listening, and problem-solving abilities., Ability to quickly learn new products, technologies, and adapt to evolving customer needs..Key responsibilities:
- Provide support for customer inquiries via tickets, email, chat, and phone.
- Assess and resolve complex product and service issues, escalating when necessary.
- Log and categorize customer interactions in Zendesk, maintaining high productivity.
- Mentor new team members, contribute to knowledge base content, and participate in incident management.
Job description
Who we are
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 remotefirst 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. Your career at Twilio is in your hands.
Join the team as our next Technical Support Expert(P2) for Email (a part of Twilio).
- Provide product support for a wide range of customer inquiries received via ticketsemail, chats and telephone.
- Assess the nature and urgency of product and service issues to resolve a variety of complex support problems.
- Log customer interactions and tagcategorize issues accordingly within Zendesk.
- Resolve a monthly volume of tickets consistently to maintain productivity.
- Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary.
- Identify ways to improve existing processes and procedures.
- Train and Mentor newer members of the Customer Support team.
- Contribute content to the knowledge base to support team and customer enablement.
- Ensure Support Customer Satisfaction (CSAT), Time to Solve (TTS), schedule adherence and Service Level Agreements (SLAs) goals are consistently met, and ticket queues are well managed.
- Participate on incidents reports and Oncall duties.
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- 2+ years experience in a clientfacing customertechnical 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 nontechnical audiences via TicketEmail, chat or phone.
- Strong, creative problemsolving skills.
- Quick learner, willing to take initiative and asks great probing questions.
- Proven exceptional skills and capability to maintain composure and effectiveness at prioritizing and evaluating situational urgencies.
- Proven ability to create positive impacts and are driven by the excitement of innovation and collaboration.
- 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. Take ownership of situations that theyre involved in.
- Self Motivation Motivated to do or achieve something because of ones own enthusiasm or interest, without needing pressure from others.
- Focus Overachieve within your current role before launching new initiatives. Aiming to complete companylinked goals and tasks.
- Experience with the following:
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- Supporting REST API’s
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- SplunkSnowFlake
- JIRAConfluence Experience
- ReadingDebugging HTML
- SQL
- Experience in Zuora
- Postman or other APIs client
- Experience using PagerDuty
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Location
This role will be based in Colombia, and adheres to Twilio’s remote first policy.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect inperson in a meaningful way.
What We Offer
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. Offerings vary by location
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. Thats why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if youre ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isnt what youre looking for, please consider other open positions.
Desired:
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table.
Required:
Required profile
Experience
Other Skills
- Customer Service
- Problem Solving
- Accountability
- Communication
- Active Listening
- Detail Oriented
- Empathy
- Self-Motivation
- Teamwork
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