Technical Support Expert 2

Responsibilities

• In this role, you’ll
• 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

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