Technical Support Expert – Level 2

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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

• Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores. • Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps. • Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams. • Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.

🎯 Requirements

• Fluency in English & Spanish. • Solid technical skills: experience in common enterprise OSs. • Experience providing ticket support. • Experience providing live support: chat support, phone support, Zoom support or similar. • Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports. • A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences. • Eagerness to learn new things, build expertise and support others in the field. • Experience handling escalations effectively and efficiently. • To work weekends and holidays as needed. Advance notice will always be provided before any such scheduling.

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • A retirement savings program • Much more