Technical Support Expert

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🕒 Julho 17

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Twilio

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

🔌 API

🤝 B2B

API • B2B

Milhões de desenvolvedores ao redor do mundo já usaram a Twilio para desbloquear a magia das comunicações e melhorar qualquer experiência humana. A Twilio democratizou canais de comunicação como voz, texto, chat, vídeo e e‑mail ao virtualizar a infraestrutura global de comunicações por meio de APIs simples o bastante para qualquer desenvolvedor usar e, ao mesmo tempo, robustas o suficiente para impulsionar as aplicações mais exigentes do mundo. Ao tornar as comunicações parte do kit de ferramentas de todo desenvolvedor de software, a Twilio capacita inovadores em todos os setores — de líderes emergentes às maiores organizações do mundo — a reinventar a forma como as empresas se relacionam com seus clientes. Fundada em 2008, a Twilio conta com mais de 5.000 funcionários em 26 escritórios, em 17 países e crescendo, com sede em San Francisco e outros escritórios em Atlanta, Bangalore, Berlim, Bogotá, Denver, Dublin, Paris, Praga, Hong Kong, Irvine, Londres, Madri, Munique, Malmö, Mountain View, Redwood City, Nova York, São Paulo, Sydney, Melbourne, Cingapura, Tallinn e Tóquio.

Descrição

• Investigate account administration, billing, pricing, and usage issues, and communicate findings to customers • Partner with Customer Success, Sales, Engineering, and Product teams to resolve complex problems with potentially costly and far-reaching consequences • Own customer communication and ticket handling during account administration and billing-related incidents • Evaluate various circumstances and apply credits or refunds as designated within policy • Troubleshoot complex issues, including technical components, to ensure proper functionality • Mentor TSEs and new hires to improve troubleshooting and customer-handling procedures • Deliver training on specific topics to help the development of peers • Assist team members with escalations and technical questions in real time through the appropriate channels (e.g., Slack, Zendesk, Jira) • Partner with Supportability Engineering (SE) on technical issues and advocate by sharing Voice of the Customer (VOC) feedback on product quality, emerging trends, escalations, and more • Act as a point of contact for senior leadership escalation support when necessary • Support the team with technical content creation and the management of appropriate FAQs, KCSs, macros, wiki pages, Jira tickets, etc. • Use data to recommend efficiency improvements to the Global Specialization Leader (GSL) to deliver excellent customer support • Actively lead and drive continuous improvement initiatives to elevate the customer experience; this may include support tooling and TSE training

🎯 Requisitos

• 5+ years of relevant experience • Demonstrated experience in working successfully in fast-paced environments with a proven track record of delivering results • Demonstrated experience with general accounting principles, billing, account reconciliation, or data analysis • Experience with Salesforce, Zuora, or other financial management software. • Strong problem-solving and technical troubleshooting skills (demonstrated experience using JIRA) • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs • Excellent communication skills, including strong reading comprehension, listening, writing, and verbal expression • Ability to professionally and diplomatically address customer concerns and provide concise feedback • Ability to create, verify, identify gaps and process technical documents • Ability to de-escalate tense or challenging customer situations in a live environment

🏖️ Benefícios

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program