Technical Support Expert 2

Hiring and how we work

See yourself at Twilio

Join the team as Twilio’s next Technical Support Expert 2

This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company, and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading!

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 Oncall
• 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)
• Reading/Debugging HTML (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

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