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Technical Support Expert 2
Contract type
Ongoing
Work mode
Remote · Colombia
Experience
Mid-level · 3+ years
Job description
Technical Support Expert 2 on Twilio's Accounts & Billing team, supporting customers' use of the Twilio platform and acting as a subject matter expert for Twilio's APIs and SDKs. The role is customer-facing and focused on resolving basic and routine customer requests.
At a glance
- Work mode
- Remote · Colombia
- Languages
- English – fluent
What you'll do
- Understand and resolve basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel
- Communicate basic concepts to customers with appropriate empathy and urgency
- Leverage Twilio's AI tools and other automations (macros and related tools) to assist and efficiently communicate with customers
- Prioritize the queue based on status, priority, entitlement; follow guidance prioritizing caseload to achieve SLA compliance targets; meet SLA requirements per channel/role
- Document every customer interaction (email, phone, chat, side-channel communications) and every internal interaction (research, cross-team engagement); contribute to Knowledge articles
- Follow established guidelines on tagging, categorizing, merging tickets; leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets; escalate to senior technical resources to drive ticket resolution
What we're looking for
- 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
Nice to have
- 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
Your team
Accounts & Billing team
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- And much more (offerings vary by location)
Apply
Direct apply at Twilio
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About Twilio
Shaping the future of communications
Twilio delivers innovative solutions to hundreds of thousands of businesses and empowers millions of developers worldwide to craft personalized customer experiences. It is a remote-first company with a strong culture of connection and global inclusion.
Key facts
- Remote-first company
- Delivers solutions to hundreds of thousands of businesses
- Empowers millions of developers worldwide
- May ask employees to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings
What they value
- Twilio Magic