[Hiring] Technical Support Expert 2 @Twilio

Role Description

This position is needed to support our customers’ use of the Twilio platform, and help customers get the best experience from Twilio’s products. You will function as the voice of Twilio to our customers and partners, and operate as a subject matter expert for Twilio’s APIs and SDKs.

We are looking for our next Technical Support Expert 2 to join our Accounts & Billing team, who will be dedicated to understanding and resolving basic & routine customer requests, identifying customer escalations, and documenting every customer interaction. This is a customer-facing role. Most customer interactions happen within Zendesk, with a few phone calls or chats, in-person meetings, and Slack chats sprinkled in.

Responsibilities

• Understands and resolves basic & routine customer requests, including customer escalations via phone/email/chat/side channel/live support or any other support/communication channel.
• Communicates 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). Document every internal interaction (research, cross-team engagement). Contributes 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.

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.

Requirements

• 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.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.
• And much more. Offerings vary by location.

Company Description

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.