Remote - Colombia
Remote
Mid Level
Full Time
about 18 hours ago
remotetechnical supportcustomer supportemail platformmentoring
Requirements
- •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 Supporting Email (or similar) REST API’s
- •Experience with Email Deliverability
- •Experience with JIRA/Confluence (a plus)
- •Experience with Snowflake
- •Experience with Terminals (command prompt)
What You'll Do
- •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 On Call
Nice to Have
- •Reading/Debugging HTML (a plus)
- •SQL (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
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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