The opportunity
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
What you'll do
Understands and resolves basic & routine customer requests, including: customer escalations via phone/email/chat/side channel/live support or any other support/communication channel.
Communicates basic concepts to customers with appropriate empathy and urgency
Leverage Twilio's AI tools and other automations (macros and related tools): to assist and efficiently communicate with customers
Prioritize the queue based on status, priority, entitlement. Follow guidance: prioritizing caseload to achieve SLA compliance targets. Meet SLA requirements per channel/role
Document every customer interaction (email, phone, chat, side-channel: communications). Document every internal interaction (research, cross-team engagement). Contributes to Knowledge articles.
Follow established guidelines on tagging, categorizing, merging tickets.: Leverage runbooks/wiki, macros, and other tools to efficiently resolve tickets. Escalate to senior technical resources to drive ticket resolution
What they're looking for
- + years of experience
- Experience with account reconciliation or data analysis, including technical troubleshooting skills
- Fluency in English (verbal, comprehension, listening, and writing)
- Availability to work non-standard, on-call rotation weekend and holiday hours
