Technical Support Expert 2

About the Role

The day-to-day responsibilities will involve managing a wide range of customer inquiries, assessing the nature of product or service issues, and resolving complex support problems. Your excel skills will be invaluable in this role, as you will be required to analyze data, identify trends, and provide insights that can inform process improvements. Moreover, your ability to remain calm under pressure, prioritize tasks effectively, and manage your time efficiently will be crucial in meeting the monthly volume of tickets and ensuring that Support SLAs and CSAT goals are consistently met.

As a Technical Support Expert 2, you will be part of a vibrant team that values diversity, inclusion, and connection. Twilio's remote-first culture means that you will have the opportunity to work with professionals from all over the world, bringing diverse experiences and perspectives to the table. This role offers a chance to grow professionally, develop new skills, and contribute to the company's mission of shaping the future of communications.

What You Will Do

• Provide product support for a wide range of customer inquiries received via telephone, email, social media, and chat, ensuring that each interaction is handled with empathy and a customer-focused approach.
• Assess the nature of product or service issues and resolve a variety of complex support problems, leveraging your technical knowledge and problem-solving skills.
• Log customer interactions and tag/categorize issues accordingly, maintaining accurate records and contributing to the knowledge base.
• Resolve a monthly volume of tickets consistent with team goals, prioritizing tasks and managing your time efficiently to meet Support SLAs and CSAT targets.
• Be the point of escalation for middle complex issues within support, and escalate to Product and Engineering teams as necessary, ensuring that all issues are addressed promptly and effectively.
• Identify ways to improve existing processes and procedures, contributing to the continuous improvement of the support function and the overall customer experience.
• Mentor newer members of the Customer Support team with customer issues, sharing your expertise and helping to develop their skills and knowledge.
• Contribute content to the knowledge base to support team and customer enablement, creating and maintaining high-quality documentation and resources.
• Ensure Support SLAs and CSAT goals are consistently met, and ticket queues are well-managed, playing a key role in maintaining the high standards of the support team.
• Participate in incident reports and on-call duties as required, demonstrating your commitment to delivering exceptional support and ensuring the continuity of service.

What We Are Looking For

• 3-4 years of experience in a client-facing customer/technical support role, supporting Email, Communications, SaaS, or related technologies, with a proven track record of delivering excellent customer experiences.
• A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback, with a strong understanding of the importance of customer satisfaction.
• Experience communicating complex technical issues to both technical and non-technical audiences via phone or email, with the ability to adapt your communication style to the audience and the context.
• Strong, creative problem-solving skills, with the ability to think critically and outside the box to resolve complex issues.
• Quick learner, willing to take initiative, and has great follow-through, with a strong work ethic and a commitment to delivering high-quality results.
• A demonstrated ability to remain calm and effective at higher workloads, as well as excelling at prioritization and evaluation of situational urgency, with a strong sense of adaptability and flexibility.
• Proficiency in Excel, with the ability to analyze data, identify trends, and provide insights that can inform process improvements.
• Strong understanding of the importance of mentorship, process improvement, and seamless issue resolution in a technical support context.

Nice to Have

• Experience with AI-powered support tools and technologies, with a strong understanding of the potential of AI to enhance the support experience.
• Knowledge of SaaS or related technologies, with a willingness to learn and adapt to new technologies and platforms.
• Certification in customer support or a related field, with a commitment to ongoing learning and professional development.
• Experience working in a remote-first environment, with a strong understanding of the importance of connection, inclusion, and diversity in a distributed team.

Benefits and Perks

• Competitive salary and benefits package, with a focus on recognizing and rewarding outstanding performance.
• Opportunity to work with a vibrant, diverse team of professionals who are passionate about delivering exceptional customer experiences.
• Flexible working hours and remote work options, with a focus on work-life balance and employee well-being.
• Access to cutting-edge technologies and tools, with ongoing training and development opportunities to help you stay up-to-date with the latest trends and technologies.
• Comprehensive health insurance and wellness programs, with a focus on supporting the physical and mental health of our employees.
• Generous PTO and holiday package, with a focus on recognizing and rewarding our employees' hard work and dedication.
• Opportunity to contribute to the company's mission and values, with a focus on making a positive impact on the world of communications.

• When applying, make sure to highlight your customer-focused approach and technical skills, demonstrating your ability to balance empathy with technical acumen.
• Showcase your ability to communicate complex technical issues in a clear, concise manner, with examples of how you have done this in previous roles.
• Prepare to talk about a time when you had to resolve a complex support issue, walking the interviewer through your thought process and the steps you took to resolve the issue.
• Emphasize your experience with process improvement and your willingness to contribute to the knowledge base, with examples of how you have identified areas for improvement and implemented changes in previous roles.
• Be ready to discuss how you handle high workloads and prioritize tasks effectively, with examples of how you have managed multiple priorities and deadlines in previous roles.
• Don't hesitate to ask questions about the company culture, the support team, and opportunities for growth and development, demonstrating your interest in the role and the company.
• Consider creating a portfolio or examples of your work, such as documentation or process improvements you've implemented, to demonstrate your skills and experience.