Remote Technical Support Expert — AI-Driven Billing

Twilio; Colombia; Remote; COP 33,480,000 - 61,380,000; Full time

Benefits offered by this job

Healthcare

Parental leave

Wellness leave

Job summary

Twilio, a remote-first company, seeks a Technical Support Expert 2 to assist customers with Twilio APIs and SDKs, primarily via Zendesk, chat, email, and phone. You will resolve basic requests, document interactions, and escalate complex cases to senior staff while growing expertise in Twilio products.

The role emphasizes empathy, quick learning, and strong problem-solving in a fast-paced, global team with ad-hoc in-person meetings when needed.

Qualifications

• 3+ years of experience in a customer-facing support role.
• 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 technologies, and evolving customer or business needs
• Strong problem-solving skills and critical thinking
• Escalation Management: Knowing when to elevate and ability to de-escalate difficult/complex customer situations in a live environment
• Basic case management experience/skills
• Experience with Salesforce, Zuora or other financial management software

Responsibilities

• 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

Skills

English fluency

SQL

Excel

ZenDesk

Data analysis

Account reconciliation

Salesforce

Zuora

Problem solving

Critical thinking

Education

Bachelor's degree or equivalent

Tools

Excel

SQL

ZenDesk

Salesforce

Zuora

Job description

Twilio, a remote-first company, seeks a Technical Support Expert 2 to assist customers with Twilio APIs and SDKs, primarily via Zendesk, chat, email, and phone. You will resolve basic requests, document interactions, and escalate complex cases to senior staff while growing expertise in Twilio products.

The role emphasizes empathy, quick learning, and strong problem-solving in a fast-paced, global team with ad-hoc in-person meetings when needed.