Technical Support Expert

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

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.

📋 Description

• Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat. • Assess the nature of product or service issues and resolve a variety of complex support problems. • Log customer interactions and tag/categorize issues accordingly. • Resolve a monthly volume of tickets consistent. • Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary. • Identify ways to improve existing processes and procedures. • Mentor newer members of the Customer Support team with customer issues. • Contribute content to knowledge base to support team and customer enablement. • Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well managed. • Incident report and Oncall.

🎯 Requirements

• 3-4 years experience in a client-facing customer/technical 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 non-technical audiences via phone or email • Strong, creative problem solving skills • Quick learner, willing to take initiative, and has great follow through • A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency • A high-energy, optimistic outlook and positive attitude • 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 they're involved in • Self Motivation - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others • Focus - Achieve what they set out to do before launching new initiatives. Complete company-linked goals and tasks, not simply to be busy and active • Experience with incident communication and on-call. • Experience with the following: • Supporting Email (or similar) REST API’s • Email Deliverability • JIRA/Confluence Experience (a plus) • Snowflake • Terminals (command prompt)

🏖️ Benefits

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