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About the role
Key responsibilities & impact- Have experience supporting technical customer queries.
- Explaining complex concepts in clear, easily understood ways that build customer confidence.
- Demonstrate technical competency, empathy, and professionalism in your interactions with customers via email, phone, chat and video conferencing.
- Contribute to the Voice of the Customer and document interactions, root causes and issue resolution to help drive product enhancements that improve product supportability, quality and ease of use.
- WEAR THE CUSTOMER'S SHOES: Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat.
- DRAW THE OWL: Identify ways to improve existing processes and procedures.
- BE AN OWNER & BE BOLD: Be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary.
- EMPOWER OTHERS: Coach, guide, assist newer members of the Customer Support team with customer issues.
- NO SHENANIGANS: Ensure Support SLAs and CSAT goals are consistently met and ticket queues are well managed.
Requirements
What you’ll need- Bachelor’s degree or equivalent work experience
- 2+ years of experience in a client-facing technical role, preferably in supporting REST API or enterprise software
- A firm understanding of the technology stacks common to the Web ecosystem.
- Functional knowledge of general-purpose programming languages.
- Strong problem-solving and technical troubleshooting skills
- Ability to professionally and diplomatically address customer concerns and provide concise feedback.
- Ability to de-escalate tense/tough customer situations in a live environment.
- Excellent reading comprehension, listening, and writing skills.
- 3+ years experience in a client facing customer / technical support role, delivering support for subscription and usage based billing solutions
- A demonstrated history of customer focus, empathy, active listening, and the ability to diplomatically address customer concerns and provide feedback
- Experience communicating complex technical issues to both technical and non-technical audiences via phone and / or email
- A demonstrated ability to remain calm and effective at higher workloads as well as excelling at prioritization and evaluation of situational urgency
- Experience working with Salesforce, Quickbooks, Zuora or other financial management software tools
- Accountability - Being willing to answer for the outcomes resulting from their own choices, behaviors, and actions. Take ownership of situations that they're involved in
- Self Motivation and Focus - Motivated to do or achieve something because of one's own enthusiasm or interest, without needing pressure from others. Achieve what they set out to do before launching new initiatives.
- Previous exposure or knowledge of Twilio products.
- Previous experience with Zendesk or a similar ticketing system.
Benefits
Comp & perks- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Much more
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
REST APIgeneral-purpose programming languagestechnical troubleshootingproblem-solvingcustomer support for subscription billing solutionscustomer support for usage-based billing solutionstechnical competencyprocess improvementtechnical communicationreading comprehension
Soft Skills
empathyactive listeningdiplomatic communicationde-escalationownershipself-motivationfocusprofessionalismcoachingprioritization
Certifications
Bachelor’s degree