Remote - Colombia
Remote
Mid Level
Full Time
2 days ago
remoterotational shiftscustomer supportonboardingA2P products
Requirements
- •Ability to work in rotational shifts 7:30pm to 5:00am IST
- •Able to manage daily caseload and respond within SLAs
- •2 plus years working within ops teams specializing in one of the A2P products
- •Previous experience working directly with clients
- •Ability to prioritize tasks and effectively project manage
- •Ready to take own up to 12 customer accounts
- •Empathetic and customer centric
- •Clear verbal and written communicator
- •Introspective and committed to continuous self-improvement
- •Capable of working independently and within a team
- •Able to complete tasks in core areas within SLAs
What You'll Do
- •Provide personalized onboarding support for customers who sign up for Fast Track Packages
- •Help Fast Track customers solve existing onboarding issues through engagement
- •Provide compliance guidance for all A2P products
- •Manage Onboarding SLAs and credit utilization for each product
- •Partner with operations teams to scale onboarding volumes per assigned customer
- •Join weekly calls with customers to report metrics and review open items or additional onboarding needs
- •Provide onboarding support for common customer inquiries through Slack and ServiceNow
- •Assess the nature of product or service issues and resolve basic level problems
- •Log customer interactions and tag/categorize issues accordingly
- •Diagnose trends and report findings to product team to ensure product related issues are resolved
- •Partner with the account team to proactively address issues and advise on industry changes impacting customer onboarding experience
Nice to Have
- •Familiarity with Microsoft Word and Microsoft Excel
- •Familiarity with Twilio reporting tools
- •Familiarity with provisioning number types in One Admin
- •Understand general CTIA guidelines and some international regulatory requirements
- •Able to effectively prioritize tasks and multi-task
- •Comfortable owning and leading calls
- •Experience handling tasks within a desired SLA
Benefits
- •Competitive pay
- •Generous time off
- •Ample parental and wellness leave
- •Healthcare
- •Retirement savings program
About Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
San Francisco, CA, US
5000 - 10000
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