Specialty
Languages and tools
The role
Twilio is hiring a Technical Support Expert 2 for its Accounts & Billing team, handling routine customer requests and escalations, mostly through Zendesk. The role is remote and based in Colombia, with weekend and holiday on-call rotation.
What you will do
- Resolve routine customer requests and spot escalations across phone, email, chat and other channels
- Use Twilio's AI tools, macros and runbooks to answer customers efficiently
- Prioritize the queue and meet SLA targets for each channel
- Document every customer and internal interaction and contribute to knowledge articles
- Escalate to senior technical resources when needed
What they ask for
- 3+ years of experience
- Experience with account reconciliation or data analysis and technical troubleshooting
- Fluent English, spoken and written
- Availability for non-standard hours, including on-call weekend and holiday rotation
- Attention to detail and quick learning of new products
- Based in Colombia
What they offer
- Competitive pay, generous time off and parental and wellness leave
- Healthcare and a retirement savings program
This is our own short reading of the posting. The full description, and anything that has changed since, is on Twilio's careers page behind the apply button.
