# Technical Support Expert 2

**Company**: Twilio
**Location**: Remote - Colombia
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Category**: IT
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8206834?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7049fce4-6c2

## Description

At Twilio, we're shaping the future of communications, all from the comfort of our homes.

As a Technical Support Expert 2, 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.

Responsibilities:

- Understand and resolve basic and routine customer requests

- Communicate basic concepts to customers with empathy and urgency

- Leverage Twilio's AI tools and automations to assist and efficiently communicate with customers

- Prioritize the queue based on status, priority, and entitlement

- Document every customer interaction

- Contribute to Knowledge articles

Qualifications:

- 3+ years of experience

- Experience with account reconciliation or data analysis, including technical troubleshooting skills

- Fluency in English

- Availability to work non-standard, on-call rotation weekend and holiday hours

- Ability to diplomatically address customer concerns and provide feedback

Desired qualifications:

- Bachelor's Degree or equivalent certifications and work experience

- Escalation Management: Knowing when to escalate and ability to de-escalate difficult customer situations

- Basic case management experience/skills

- Proficiency with Excel, SQL, database queries, Zendesk

- Experience with Salesforce, Zuora or other financial management software

## Skills

### Required
- account reconciliation
- data analysis
- technical troubleshooting
- English fluency
- customer service

### Nice to have
- Escalation Management
- case management
- Excel
- SQL
- database queries
- Zendesk
- Salesforce
- Zuora

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8206834?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)