Technical Support Expert

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.