Technical Support Expert 2

About this role

📋 Description Understands and resolves basic & routine customer requests, including customer escalations via 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 Prioritize the queue based on status, priority, entitlement. Follow guidance prioritizing caseload Document every customer interaction (email, phone, chat, side-channel communications).

Document Follow established guidelines on tagging, categorizing, merging tickets. Leverage runbooks/wiki 🎯 Requirements 3+ 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 Ability to diplomatically address customer concerns and provide feedback Demonstrated attention to detail, with the ability to quickly ramp up on new products, new 🎁 Benefits Competitive pay Generous time off Ample parental and wellness leave Healthcare Retirement savings program

Source listing: empllo_remote