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2 weeks ago

Job Summary

At the Onboarding and Compliance Support team, we're not just fighting against bad actors; we're champions for our customers' success. As a pivotal member of our Onboarding and Compliance Support team, you'll be the shield that guards the realms of communication, ensuring that our customers can operate in a secure and compliant environment, free from external threats.

  • Minimum Qualification : Degree
  • Experience Level : Mid level
  • Experience Length : 3 years

Job Description/Requirements

In this role, you’ll:

  • Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores.
  • Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps.
  • Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams.
  • Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs


Required:

  • Solid technical skills - experience in common enterprise OSs.
  • Experience providing Live support: phone support, Zoom support or similar. 
  • Experience with using Knowledge Database tools,  industry tools to search databases, create custom queries, and generate reports - Splunk, DataDog, SQL tools. 
  • A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences.
  • Eagerness to learn new things, build expertise and support others in the field.
  • Experience handling escalations effectively and efficiently.

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