Principal Delivery Manager – Transmission/Power Systems Projects
Switzerland Global Enterprise
JavaScriptjQueryOraclePerlPostgresRDBMSSQLVMware
Technical Support Expert II – Onboarding and Compliance
Twilio
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇴 Colombia
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
JavaScriptPHPSplunkSQL
About the role
- Guide customers and partners through compliance, resolve account issues, and provide expert advice to ensure secure, compliant operations
- Use critical thinking to prevent fraud and ensure account security
- Take ownership of high-impact support tickets and queues, managing them efficiently and adhering to Support SLAs while aiming for high CSAT
- Provide timely and concise updates on significant issues, incidents, and escalated cases; proactively communicate with customers about updates and next steps
- Continuously identify and implement improvements to processes and procedures to enhance customer experience
- Serve as a key communicator and collaborator across Twilio departments to address urgent customer concerns and deliver effective solutions
- Support and mentor others in the field and contribute to internal documentation and process improvements
- May travel occasionally to participate in project or team in-person meetings
Requirements
- Fluency in English & Spanish
- Solid technical skills: experience in common enterprise OSs
- Experience providing ticket support
- Experience providing live support: chat support, phone support, Zoom support or similar
- Experience with using Knowledge Database tools to search databases, create custom queries, and generate reports
- A demonstrated history of customer focus and empathy, including the ability to communicate complex issues to both technical and non-technical audiences
- Eagerness to learn new things, build expertise and support others in the field
- Experience handling escalations effectively and efficiently
- Ability to work weekends and holidays as needed (advance notice provided)
- Proven time management skills and ability to work without constant supervision (desired)
- Demonstrated ability to identify process and team improvements and create/curate documentation (desired)
- Basic scripting knowledge (JavaScript, PHP) and markup languages (HTML, XML) (desired)
- 2+ years of experience working cases in the compliance, fraud, or abuse space (desired)
- Experience with compliance, fraud, or abuse tooling or other rules engines and interpreting reports (desired)
- Experience using industry tools to search databases, create custom queries, and generate reports - Splunk, DataDog, SQL tools (desired)
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- Remote-first work and global inclusion
- Support for volunteering and donation efforts
- Occasional travel for in-person meetings
- Offerings vary by location
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ticket supportlive supportchat supportphone supportZoom supportKnowledge Database toolscustom queriesreport generationscripting (JavaScript, PHP)markup languages (HTML, XML)
Soft skills
critical thinkingcustomer focusempathycommunicationtime managementownershipcollaborationmentoringprocess improvementproactive communication
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