Technical Support Expert 2
RemoteColombia
Job Summary
Resolve basic and routine customer requests, including escalations, via phone, email, chat, or live support channels while communicating concepts with empathy and urgency. Prioritize the queue based on status and entitlement to meet SLA compliance targets, leveraging Twilio's AI tools and automations to efficiently communicate and resolve tickets. Document every customer and internal interaction, contribute to knowledge articles, and escalate complex situations to senior technical resources. Work non-standard, on-call rotation hours including weekends and holidays, with occasional in-person travel for team meetings. Based in Colombia, this role supports the Accounts & Billing team to ensure customers get the best experience from Twilio's products.
Required Qualifications
- 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
Desired Qualifications
- 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
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