Technical Support Expert 2
Core
Support Twilio customers on account and billing issues, resolve routine requests and escalations, and document interactions.
Role type
Mid-level customer support specialist (accounts & billing)
Builds
Customer support operations for Twilio's communication platform
Domain
Telecommunications / SaaS / Billing
Deliverable
client delivery
Required skills
Account reconciliation, data analysis, technical troubleshooting, Zendesk, SQL, Excel, database queries, financial management software (Salesforce/Zuora)
Preferred skills
Escalation management, case management
Technologies
Zendesk, Salesforce, Zuora
Responsibilities
Resolve basic and routine customer requests via phone/email/chat; Communicate concepts to customers with empathy; Leverage AI tools and automations to assist customers; Prioritize queue to meet SLA targets; Document all customer and internal interactions; Contribute to knowledge articles; Escalate complex issues to senior resources
Seniority
Mid-level, hands-on IC