Technical Support Expert 2 - Email Platform
T
TwilioCommunications SaaS
Remote - ColombiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3-4 years
- Required Skills
- SQLSalesforceSnowflakeJiraConfluenceZendeskQuickBooksPostman
Requirements
- 3-4 years experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS or related technologies
- 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
- Demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
- High-energy, optimistic outlook and positive attitude
- Empathetic approach to troubleshooting and customer service
- Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs
- Accountability
- Self Motivation
- Focus
- Experience with incident communication and on-call
- Experience with supporting Email (or similar) REST API’s
- Email Deliverability
- Snowflake
- Terminals (command prompt)
Responsibilities
- 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.
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