Twilio

1 month ago

Technical Support Expert 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Deliver top-tier remote support for onboarding and compliance, guiding customers through security, account issues, and fraud prevention. Collaborate with global teams to improve processes, provide clear technical and non-technical explanations, and maintain strong CSAT while supporting English and Spanish-speaking customers from a remote Colombia base.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•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.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement

Key Requirements

•Fluent in English and Spanish with the ability to communicate complex issues to both technical and non-technical audiences.
•Solid technical skills: experience with common enterprise operating systems and hands-on ticket support.
•Experience providing ticket and live support (chat, phone, Zoom) and using knowledge base tools to search databases, create custom queries, and generate reports.
•Demonstrated customer focus and empathy, including handling escalations; able to work weekends/holidays as needed.
•Willingness to learn, build expertise, and support others in the field.

Experience:CloudSaaSTechnology

Skills:CommunicationEmpathyTime managementProblem-solvingCustomer focus

Languages:EnglishSpanish

Tech Stack:JavaScriptHTMLXMLSQLSplunkDataDogPHPSQL tools

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

1 month ago

Technical Support Expert 2

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•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.

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement

Key Requirements

•Fluent in English and Spanish with the ability to communicate complex issues to both technical and non-technical audiences.
•Solid technical skills: experience with common enterprise operating systems and hands-on ticket support.
•Experience providing ticket and live support (chat, phone, Zoom) and using knowledge base tools to search databases, create custom queries, and generate reports.
•Demonstrated customer focus and empathy, including handling escalations; able to work weekends/holidays as needed.
•Willingness to learn, build expertise, and support others in the field.

Experience:CloudSaaSTechnology

Skills:CommunicationEmpathyTime managementProblem-solvingCustomer focus

Languages:EnglishSpanish

Tech Stack:JavaScriptHTMLXMLSQLSplunkDataDogPHPSQL tools

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn