Onboarding Operations Specialist I

Summary

Join Twilio as an Onboarding Operations Specialist (L1) and contribute to the global phone number operations team. You will directly support customers with phone number porting, Sender ID procurement, and number access for their applications. This role involves resolving customer inquiries, troubleshooting issues, and escalating complex problems. The position requires experience in customer support, technical troubleshooting, and communication. The ideal candidate is detail-oriented, organized, and able to work independently and collaboratively. The role is based remotely in India with occasional travel.

Requirements

• Ability to work in rotational shifts 04:30 AM -13:30 PM or 16:30 PM - 01:30 AM
• You're thorough, organized, and detail-oriented, and you’re able to prioritize and execute multiple processes
• Experience Required: 1 - 3 Yrs*( depending on candidature)
• Previous experience into Advanced Email writing, handling international escalations(voice, chat and email)
• International stakeholder handling
• Monitoring tasks and queues, ensuring SLAs aren’t breached for self and the team
• Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded
• Previous experience into doing root cause analysis
• Ready to take up additional tasks depending on requirements
• You’re empathetic and customer centric to the core
• You’re a clear verbal and written communicator
• You’re introspective and committed to continuous self-improvement
• You’re capable of learning quickly and mastering complicated systems
• You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals
• You’re able to complete tasks in core areas within SLAs

Responsibilities

• Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems
• Log customer interactions and tag/categorize issues accordingly
• Learn new processes across a variety of subject areas and ensure our operations are running smoothly
• Respond to and action incoming carrier partner notifications
• Quickly and confidently triage complex issues to the Level 2 team
• Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas
• Work independently to troubleshoot/determine resolution for issues across the entirety of your team's domain

Preferred Qualifications

Running SQL queries , having knowledge of Zendesk, JIRA would be an added advantage

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program