Onboarding Operations Specialist 1

New

TwilioTelecommunications

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

Salary not disclosed

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Job Details

Have 1–3 years of experience.
Have experience with advanced email writing.
Have experience handling international escalations across voice, chat, and email.
Have experience handling international stakeholders.
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.
Learn quickly and master complicated systems.
Work independently and collaboratively across teams.
Complete tasks in core areas within SLAs.
SQL queries, Zendesk, and JIRA are advantageous.

Support customers with common inquiries by email.
Help customers port phone numbers into Twilio, procure Sender IDs, and access phone numbers for their applications.
Assess product or service issues and resolve basic-to-intermediate problems.
Log customer interactions and tag or categorize issues.
Monitor tasks and queues to ensure SLAs are met.
Respond to and action incoming carrier partner notifications.
Troubleshoot issues across the team's domain and determine resolutions.
Triage complex issues to the Level 2 team through documented escalation paths.
Respond to customer and internal questions in the core area and across multiple areas.
Work with technical teams to understand processes and implement process improvements.

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