Technical Support Expert 2

🔥 11 minutes ago

🇨🇴 Colombia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Support customers’ use of the Twilio platform and help them get the best experience from Twilio’s products • Serve as the voice of Twilio to customers and partners • Operate as a subject matter expert for Twilio’s APIs and SDKs • Understand and resolve basic and routine customer requests and escalations through phone, email, chat, side channel, and live support • Communicate basic concepts to customers with appropriate empathy and urgency • Leverage Twilio’s AI tools and automations to assist customers and communicate efficiently • Prioritize the queue based on status, priority, and entitlement to achieve SLA compliance targets • Document every customer and internal interaction • Contribute to knowledge articles • Follow guidelines for tagging, categorizing, and merging tickets • Use runbooks, wikis, macros, and other tools to resolve tickets efficiently • Escalate to senior technical resources to drive ticket resolution

🎯 Requirements

• 3+ years of experience • Experience with account reconciliation or data analysis, including technical troubleshooting skills • Fluency in English (verbal, comprehension, listening, and writing) • Availability to work non-standard, on-call rotation weekend and holiday hours • Ability to diplomatically address customer concerns and provide feedback • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs • Strong problem-solving skills and critical thinking • Bachelor's Degree or equivalent certifications and work experience • Escalation Management: Knowing when to escalate and ability to de-escalate difficult/complex customer situations in a live environment • Basic case management experience/skills • Proficiency with Excel, SQL, database queries, ZenDesk • Experience with Salesforce, Zuora or other financial management software

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Remote-first work • Occasional travel to project or team in-person meetings • Volunteering and donation support