Technical Support Expert 2

📋 Description

• Understands and resolves basic & routine customer requests, including customer escalations via
• Communicates basic concepts to customers with appropriate empathy and urgency.
• Leverage Twilio's AI tools and other automations (macros and related tools) to assist and
• Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload
• Document every customer interaction (email, phone, chat, side-channel communications). Document
• Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki

🎯 Requirements

• 3+ years of experience
• Experience with account reconciliation or data analysis, including technical troubleshooting skills
• Fluency in English (verbal, comprehension, listening, and writing)
• Availability to work non-standard, on-call rotation weekend and holiday hours
• Ability to diplomatically address customer concerns and provide feedback
• Demonstrated attention to detail, with the ability to quickly ramp up on new products, new

🎁 Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program