Technical Support Expert 2
New
T
TwilioCommunications technology
Remote - ColombiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2+ years of experience in a client-facing technical role
- Required Skills
- JiraRESTful APIsTroubleshootingTechnical support
Requirements
- Bachelor’s degree or equivalent work experience.
- 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software.
- A firm understanding of the technology stacks common to the Web ecosystem.
- Functional knowledge of general-purpose programming languages.
- Strong problem-solving and technical troubleshooting skills.
- Ability to professionally and diplomatically address customer concerns and provide concise feedback.
- Ability to de-escalate tense/tough customer situations in a live environment.
- Excellent reading comprehension, listening, and writing skills.
Responsibilities
- Work on messaging email cases submitted by both individual developers and major brands.
- Assist customers with troubleshooting message deliverability issues and debug customer code.
- Speak with a customer on the phone and chat in order to guide them through the development of their SMS application.
- Collaborate with your teammates and the Twilio Product and Engineering teams via Slack.
- File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards.
- Work with your manager to surface customer problems to assist in process betterment.
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