Onboarding Operations Specialist 1

New

TwilioTelecommunications operations

This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)Full-TimeEntry

Salary not disclosed

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Job Details

Have 1–3 years of experience, depending on candidature.
Have experience writing advanced emails and handling international escalations across voice, chat, and email.
Have experience handling international stakeholders.
Be able to monitor tasks and queues and ensure SLAs are met for yourself and the team.
Have experience conducting root cause analysis.
Be organized, detail-oriented, and able to prioritize and execute multiple processes.
Be empathetic and customer-centric, with clear verbal and written communication.
Be able to learn quickly and master complicated systems.
Be able to work independently and cross-functionally, and complete core-area tasks within SLAs.
SQL query experience and knowledge of Zendesk and JIRA are advantageous.

Respond to common customer inquiries by email and support customers porting phone numbers into Twilio or procuring Sender IDs.
Assess product and service issues and resolve basic-to-intermediate problems.
Log customer interactions and categorize issues.
Learn processes across subject areas and help keep operations running smoothly.
Respond to and action incoming carrier partner notifications.
Monitor tasks and queues to ensure SLAs are met for yourself and the team.
Troubleshoot issues across the team's domain and resolve them independently where possible.
Triage complex issues to the Level 2 team through documented escalation paths.
Work with technical teams to understand processes and implement improvements.

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