Technical Support Engineer, Level 2

Yesterday

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Twilio

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Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

5001 - 10000 employees

📋 Description

• Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat. • Identify ways to improve existing processes and procedures. • Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary. • Coach, guide, assist newer members of the Customer Support team with customer issues. • Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.

🎯 Requirements

• 3+ years experience in a client facing customer / technical support role, delivering support for subscription and usage based billing solutions. • 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 and / or email. • A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency. • Experience working with Salesforce, Quickbooks, Zuora or other financial management software tools. • Be willing to answer for the outcomes resulting from their own choices, behaviors, and actions - Take ownership of situations that they're involved in. • Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. Achieve what they set out to do before launching new initiatives.

🏖️ Benefits

• competitive pay • generous time off • ample parental and wellness leave • healthcare • a retirement savings program • much more