Remote - Estonia
Remote
Mid Level
Full Time
remotetechnical supportcustomer success
Requirements
- •1-3 years of experience communicating complex technical issues to technical and non-technical audiences via phone or email
- •Previous telecom experience preferred
- •Ability to address customer concerns in a friendly, diplomatic and empathetic way
- •Leverage customer feedback to identify and drive improvements
- •Experience working cross functionally with Engineering, Product Management, and Sales
- •Desire to understand customer trends and document/report them
- •Experience troubleshooting and resolving QoS issues including escalations
- •Advanced time management skills and ability to work well under pressure
- •Excellent written and verbal communication skills
- •Excellence in task prioritization and evaluation of situational urgency
What You'll Do
- •Address customer issues and provide feedback to Product and Engineering teams
- •Assist customers via phone or email, including working irregular shifts and weekends
- •Work with customers' and partners' developers, architects, and support personnel to resolve complex problems
- •Collaborate with teammates and Product and Engineering teams via Slack and JIRA
- •Review and contribute to internal knowledge bases and external technical resources
Nice to Have
- •Experience handling escalations and working with users and Customer Success teams
- •Ability to route critical issues to appropriate internal teams ensuring timely response
- •Report bugs to Engineering and QA teams and help prioritize fixes
- •Communicate clearly with customers and internal teams about service issues
- •Execute internal processes to streamline and scale support
Benefits
- •Competitive pay
- •Generous time-off
- •Ample parental and wellness leave
- •Healthcare
- •Retirement savings program
About Twilio
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API.
San Francisco, CA, US
5000 - 10000
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