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2 weeks ago

Job Summary

This position is needed to join the global Personalized Support Team .Focusing on providing friendly, professional customer service, Personalized Support Expert must also demonstrate a high competency in communicating complex technical issues to both technical and non-technical audiences via email, phone, or web video mediums.

  • Minimum Qualification : Degree
  • Experience Level : Senior level
  • Experience Length : 6 years

Job Description/Requirements

Responsibilities

In this role, you’ll:

  • Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
  • By working with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
  • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
  • Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend/holidays (Shifts are subject to change based on evolving team and customer needs).


Required:

  • 4+ years’ experience in a client-facing technical role, preferably in supporting REST API, voice integrations or network infrastructure, and ability to understand and troubleshoot issues with cloud solutions.
  • Supporting customers with service level agreements (SLAs) of 3 hours or less, utilizing a ticket system such as Zendesk.
  • Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
  • High competency in communicating complex technical issues to both technical and non-technical audiences via phone or email mediums.
  • Interest in utilizing customer feedback to identify and drive improvements in our products.
  • Ability to stand in the customer’s shoes and demonstrated dedication to the customer experience.
  • Advanced time management skills  and proficiency at developing workflows to increase troubleshooting efficiency while still following standard processes and procedures.

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