Technical Support Expert 2
New
T
TwilioCommunications Technology
Remote - ColombiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 3+ years of experience
- Required Skills
- SQLData AnalysisSalesforceZendesk
Requirements
- 3+ years of professional experience.
- Experience with account reconciliation or data analysis.
- Strong technical troubleshooting skills.
- Fluency in English (verbal, listening, comprehension, and writing).
- Availability to work non-standard, on-call, weekend, and holiday hours.
- Demonstrated attention to detail and ability to learn new technologies quickly.
- Strong problem-solving and critical thinking skills.
- Ability to diplomatically address and provide feedback on customer concerns.
- Knowledge of SQL and database queries (desired).
- Experience with Zendesk, Salesforce, or Zuora (desired).
Responsibilities
- Understand and resolve basic and routine customer requests via phone, email, chat, and other support channels.
- Leverage Twilio's AI tools and automations to assist and communicate with customers efficiently.
- Prioritize caseload based on status, priority, and entitlement to achieve SLA compliance.
- Document every customer and internal interaction thoroughly.
- Contribute to knowledge articles and maintain internal documentation such as runbooks and wikis.
- Escalate to senior technical resources to drive complex ticket resolution.
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