Technical Support Expert 2

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