Remote Technical Support Expert II - Billing

Nerdleveltech; Colombia; A distancia; COP 128.024.580 - 192.036.871; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Generous time off

Healthcare

Retirement savings program

Descripción de la vacante

Twilio is seeking a Technical Support Expert 2 to join our Accounts & Billing team. You will be the voice of Twilio, supporting customers in using our platform and optimizing their experience with our APIs and SDKs.

This role is remote, based in Colombia, and involves resolving basic requests, documenting interactions, and escalating complex issues to senior engineers as needed. You will work in a collaborative, fast-paced environment that values customer success.

Formación

• 3+ years of experience in a relevant role.
• Experience with account reconciliation or data analysis, including technical troubleshooting.
• Fluency in English (verbal, comprehension, listening, and writing).
• Availability to work non-standard hours including weekends and holidays.
• Ability to diplomatically address customer concerns and provide feedback.
• Demonstrated attention to detail and quick ramp-up on new products and technologies.
• Strong problem-solving skills and critical thinking.

Responsabilidades

• Understand and resolve basic and routine customer requests.
• Communicate concepts with empathy and urgency to customers.
• Leverage AI tools and automations to assist customers.
• Prioritize queue to meet SLA across channels.
• Document every customer interaction and contribute to knowledge base.
• Escalate to senior technical resources to drive ticket resolution.

Conocimientos

Account reconciliation

Data analysis

Troubleshooting

Fluent English

On-call rotation availability

Diplomacy in customer concerns

Attention to detail

Problem solving

Educación

Bachelor's Degree or equivalent certifications

Herramientas

Excel

SQL

ZenDesk

Salesforce

Zuora

Descripción del empleo

Twilio is seeking a Technical Support Expert 2 to join our Accounts & Billing team. You will be the voice of Twilio, supporting customers in using our platform and optimizing their experience with our APIs and SDKs.

This role is remote, based in Colombia, and involves resolving basic requests, documenting interactions, and escalating complex issues to senior engineers as needed. You will work in a collaborative, fast-paced environment that values customer success.