Original listing text, shown exactly as published by the company.
Responsibilities
In this role, you’ll
- 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 On Call
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required
- 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)
Desired
- Reading/Debugging HTML (a plus)
- SQL (a plus)
- Snowflake & Splunk (a plus)
- Experience with SFDC, QuickBooks, Zuora or other financial management software and financial principles a plus for some roles (Billing)
- Postman or other APIs client
- Zendesk is preferable
Location
This role will be based in Colombia, Remote.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
