Description
We're looking for someone who is excited by solving tough problems and enjoys helping others work through complex technical issues. You're a strong communicator to both technical and non-technical audiences via phone or email and you're able to empathize with frustrated customers from all backgrounds.
In this role, you'll:
Escalations, working directly with our users and Customer Success teams to solve problems and help them leverage all of Twilio's platform functionality
Escalate critical issues to the appropriate internal channel, ensuring timely response and testing and communicating the resolution
Report bugs to our Engineering & QA teams, as well as helping to prioritize fixes to ensure customer satisfaction
Clearly communicate with customers and other internal teams about issues impacting their service
Effectively verify that issues have been resolved
Execute internal processes to streamline and scale support
Partner with cross-functional teams, such as Product Management, Support, and R&D to translate customer business needs and product feedback into new solutions
Reporting and knowledge base documentation expertise
Provide Email, Chat and Phone support to customers
You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You've got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.
*Required:
Fluency in Japanese and English
Past billing experience, including analyzing the invoices
Knowledge of Excel, SQL and ZenDesk
Ability to address customer concerns and provide feedback in a friendly, diplomatic and empathetic way; you treat customer problems like your own
Ability to help, train and mentor team-members, and advise on improvements for our Billing platform
Ability to make sound decisions quickly and efficiently
Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties
Respond to customer inquiries related to billing reconciliation and account audits
Investigate billing, pricing and usage issues and communicate the findings to our customers
Strong knowledge of RESTful API’s with the ability to understand and troubleshoot issues with cloud solutions
Past experience in Zuora or any other financial management software
Desired:
Previous exposure or knowledge of Twilio products.
Coding experience in any language. (reading and debugging)
Previous experience with JIRA or a similar ticketing system.