Technical Support Expert 2 - Account & Billing

Twilio Logo

Twilio

πŸ“Remote - Colombia

Summary

Join Twilio as a Technical Support Expert - Account & Billing and deliver award-winning support to Twilio customers. Partner with various teams, including technical support experts, customer success, and billing teams. The ideal candidate is a strong communicator with a sharp attention to detail and enjoys diving deep into details using data and reporting. This role requires understanding the technical application of the Twilio suite of products and services to respond to customer inquiries, investigate billing issues, and triage inquiries to specialty teams. You will also partner with other teams to resolve complex problems, collect customer feedback, and mentor other team members. This remote position is based in Colombia and may require occasional travel.

Requirements

  • 3 + years of relevant experience
  • Experience with account reconciliation or data analysis
  • Strong interpersonal communication skills
  • Demonstrated experience with general accounting principles
  • Experience with Salesforce, Zuora or other financial management software
  • Experience working successfully in fast-paced environments with a proven track record of delivering results
  • Demonstrated attention to detail, with the ability to quickly ramp up on new products, new technologies, and evolving customer or business needs

Responsibilities

  • Respond to customer inquiries related to billing reconciliation, account audits, Twilio systems, products and processes
  • Investigate billing, pricing and usage issues and communicate findings to customers
  • Triage and re-direct inquiries to specialty teams for additional support and answers
  • Partner with Sales, Engineering and Product teams to resolve complex problems with potentially costly and far-reaching consequences
  • Understand the technical application of the Twilio suite of products and services
  • Collect, document and collate feedback for continuous improvement
  • Own customer communication during account and billing related issues/incidents
  • Support the internal & external customers through all the different channels available (tickets, chat, phone calls)
  • Apply credits and refunds as designated within policy
  • Troubleshoot complex issues including technical components to ensure proper functionality
  • Mentor TSEs and new hires to improve troubleshooting and customer handling
  • Deliver training on specific topics to help the development of peers

Preferred Qualifications

Proficiency with Excel, SQL, database queries, ZenDesk

Benefits

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

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