Phone Number Operations Specialist
New
T
TwilioTelecommunications
Location: Remote - Estonia; This role will be remote, and based in Estonia.Full-TimeJunior
Salary not disclosed
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Job Details
- Experience
- At least 1 year of experience working on an Operations team.
- Required Skills
- SQLCustomer serviceTroubleshootingCustomer support
Requirements
- Have at least 1 year of experience working on an Operations team.
- Have customer service experience and a customer-centric approach.
- Be thorough, organized, detail-oriented, and able to prioritize and execute multiple processes.
- Communicate clearly verbally and in writing.
- Stay calm under pressure while responding to escalations and troubleshooting incidents.
- Learn quickly and master complicated systems.
- Work independently and collaboratively across teams.
- Complete tasks in core areas within SLAs.
- Previous telecommunications experience is desired.
- Basic knowledge of SQL and related tools is desired.
Responsibilities
- Serve as a point of contact for ISVs routinely porting phone numbers to Twilio and manage one-time porting projects for direct customers.
- Respond to customer inquiries received by email.
- Assess product or service issues and resolve basic-to-intermediate problems.
- Learn and develop processes across a variety of subject areas.
- Respond to and action incoming carrier partner notifications.
- Triage complex issues to team leads, managers, engineering, or product teams as appropriate.
- Respond to moderately complex questions in core areas and basic questions across multiple areas.
- Independently troubleshoot and determine resolutions for issues across the team's domain.
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