Twilio23 дня назад
Technical Support Engineer 1
Зарплата не указана
Remote - India
Обязанности
- 01Deliver top-tier customer service, embodying Twilio's values of empathy, human warmth, and technical expertise in every interaction via emails, calls or chat.
- 02Navigate customers through compliance, providing expert advice, and resolving issues.
- 03Guide customers and partners through compliance processes, offering expert advice, evaluating alternatives, and resolving account suspensions.
- 04Apply critical thinking to identify and prevent fraudulent activity, ensuring the integrity and security of our users' accounts and the Twilio platform.
- 05Twilio operates a 24/7 support model, requiring availability to work weekends and holidays as needed.
- 06This role involves working rotational shifts during either the APAC or EMEA time zones.
- 07Take ownership of high-impact support tickets and queues, ensuring efficient management and adherence to Support SLAs while aiming for high CSAT scores.
- 08Provide timely and concise updates on significant issues, incidents, and escalated cases, including challenges in processes, and proactively communicate with customers to offer updates and next steps.
- 09Continuously identify and implement improvements to processes and procedures to enhance customer experience and service excellence in collaboration with global Onboarding and Compliance teams.
- 10Serve as a key communicator and collaborator across various Twilio departments to address urgent customer concerns promptly and deliver effective solutions for customer needs.
- 11You'll be at the heart of Twilio's mission, directly contributing to the safety and trust our customers place in us.
- 12You'll have the opportunity to work with a team that values innovation, collaboration, and proactive problem-solving.
- 13You'll enhance your skills in a dynamic, fast-paced environment that challenges you to bring your best every day.
Требования
- 01Fluency in English - written and verbal.
- 021 year of experience in handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.
- 03Strong technical proficiency with experience in common enterprise operating systems, Eg: Windows & macOS.
- 04Managed and resolved customer escalations with stakeholders as necessary
- 05Proven experience in delivering live support, including phone support, Zoom, or similar platforms.
- 06Live Phone Support for Account compromise and compliance violations
- 07Resolving Account Suspension Due to Compliance Violations
- 08A demonstrated history of customer focus and empathy, with the ability to articulate complex issues to both technical and non-technical audiences.
- 09A strong desire to learn new skills, develop expertise, and support others in the field.
- 10Willing to work from EMEA IST 12:00pm to 9:00pm
- 11Effective and efficient handling of escalations Eg: Account Verification Delay Escalation Campaign Rejection Due to Policy Violation Dispute Over Account Suspension Delayed Onboarding Due to Incomplete Documentation
- 12Proven time management skills, with the ability to thrive under pressure and work independently (ownership mentality).
- 13Proficient in developing workflows to maintain efficiency while adhering to standard processes and procedures.
- 14Demonstrated capability to identify process and team improvements, with a proven track record in creating and curating internal and external documentation.
- 15Over 1-3+ years of experience handling cases in compliance, fraud, or abuse domains, with a solid understanding of the relevant terminology.
- 16Experience with compliance, fraud, or abuse tooling or rule engines, and the ability to interpret associated reports.
- 17Navigating GDPR Compliance for European Customers and worki
Условия
- 01Remote-first work (work from home)
- 0224/7 support model requiring availability to work weekends and holidays as needed
- 03Rotational shifts during APAC or EMEA time zones
- 04Willing to work from EMEA IST 12:00pm to 9:00pm