Technical Support Specialist
hace 2 semanas
**See yourself at Twilio**:
Join the team as our next Technical Support Specialist - Voice
**Who we are & why we're hiring**:
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
**About the job**:
You should have a firm understanding of the technology stacks common to the Web ecosystem and experience in a telecom environment. You've got strong time management skills, and are efficient at getting work done in a dynamic work environment while still following standard processes and procedures.
Twilio operates a 24x7 support model, so the ability to work weekends and holidays (as needed) may be required. When working a weekend shift, you still get 2 days off per week.
**Responsibilities**:
As a Technical Support Engineer on our Voice Team, you will:
- You will help customers solve their technical challenges through tickets, phone calls, and chat conversations
- Explore historical and real-time data to aid in diagnosing issues.
- Help us understand customer trends, documenting and reporting what you observe in order to improve our support process.
- You will work cross functionally with Engineering, Product Management and Sales. Sometimes you will work with similar cross-functional teams from partner organizations.
- Play a pivotal role in urgent customer communications as a frontline member of our on-call team.
**Qualifications**:
**Required**:
- 4+ years experience in a client-facing technical role.
- Strong Written and verbal communication skills
- Past telecom experience, including knowledge of SIP and IP Telephony protocols, and experience using packet capture tools (e.g. Wireshark).
- 2+ years of experience troubleshooting VoIP and SIP issues, and configuring PBX.
- A demonstrated history of customer focus and empathy, including the ability to diplomatically address customer concerns and provide feedback.
- Ability to help, train and mentor team-members, and advise on improvements for the Voice product.
- Experience with troubleshooting and resolving QoS (Quality of Service) issues, including escalations to third parties.
- Strong knowledge of RESTful API's with the ability to understand and troubleshoot issues with cloud solutions.
- Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS. Bonus: an understanding of WebRTC.
- The time management skills to handle a large volume of tickets while maintaining high Customer Satisfaction and meeting SLA targets. Able to work standard APAC working hours and a shift schedule that includes a weekend day.
- Experience working collaboratively with team members in different geographic locations and time zones.
- A Bachelor's degree or equivalent qualification in Computer Science, Network Engineering, or a related discipline, or relevant experience related to this position.
**Location**
This role will be located in Colombia.
**What We Offer**:
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
**Twilio thinks big. Do you?**:
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
If this role isn't what you're looking for, please consider other open positions.
-
Customer Support Specialist
hace 2 semanas
San Vicente Ferrer, Colombia eduNEXT A tiempo completo**Customer Support Specialist** **About us** Since 2013, eduNEXT has been challenged to offer organizations around the world the best educational technology solutions based on Open edX **Our Mission**Our Mission is to enable organizations around the world to offer high-quality learning experiences as a principle to improve people's quality of life, we...
-
Technical Support Engineer
hace 2 días
San Vicente Ferrer, Colombia Trellix A tiempo completo**_Job Title:_** Technical Support Engineer (Bilingual) **_ Role Overview:_** The Technical Support Engineer (TSE) provides end-to-end technical support for Trellix customers and provides technical service of fault recording, diagnosis, problem solving, and resolution delivery for Trellix’s premiere customer base. When a customer needs technical support...
-
Customer Support Specialist, Work From Home
hace 2 días
San Vicente Ferrer, Colombia ScaleLab Inc A tiempo completoA leading US based online retailer of spare parts is looking for a Customer Support Specialist to assist our customers in pre-sale and post sale periods while using our products and services. **Responcibilities** - Identify customer needs and help customers in pre-sale and post-sale periods - Follow up with customers to ensure their issues are resolved -...
-
Field Support Specialist 2
hace 1 día
San Vicente Ferrer, Colombia Oracle A tiempo completoField Support Specialist 2-220007QE **Applicants are required to read, write, and speak the following languages***: English, Spanish **Preferred Qualifications** 1. Propósito del cargo Responsable de proporcionar la primera línea de soporte en sitio que incluye hardware, software, aplicaciones de software y de redes para clientes y personal de campo en...
-
Technical Support Engineer
hace 2 semanas
San Vicente Ferrer, Colombia Trellix A tiempo completo**_Job Title:_** Technical Support Engineer (Bilingual - Multiple Open Positions) **_ Role Overview:_** The Technical Support Engineer (TSE) provides end-to-end technical support for McAfee customers and provides technical service of fault recording, diagnosis, problem solving, and resolution delivery for McAfee’s premiere customer base. When a customer...
-
Field Technical Support Representative
hace 2 semanas
San Vicente Ferrer, Colombia DXC Technology A tiempo completo**_Responsibilities: - ** - Provide Customer with overview of installation activity, site-specific information and access to appropriate contacts. - Handle Customer-relation problems promptly and appropriately, provide guidance, escalate issues according to established procedures. - Provide software service, pre - sales, post-sales or service delivery...
-
Technical Support Engineer
hace 3 días
San Vicente Ferrer, Colombia Fortinet A tiempo completo**Responsibilities**: - Collection, analysis, and change recommendations of configuration information - Collection and analysis of customer network information - Collection and initial analysis of packet trace information **Job Experience / Abilities Required**: - Experience in a technical support role in a networking/security company or equivalent...
-
Manager, Technical Support
hace 3 días
San Vicente Ferrer, Colombia Twilio A tiempo completo**See yourself at Twilio** Join the team as our next Manager, Technical Support! **Who we are & why we're hiring** Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and...
-
Brand Technical Specialist
hace 2 semanas
San Vicente Ferrer, Colombia IBM A tiempo completo**Introduction** Influences the clients’ technology strategy and recommends solutions that bring maximum value of IBM combined products. Works closely in collaboration with the Account Technical Leader, technical peers from other Business Units and ancillary organizations in the development of winning client solutions. **Your Role and...
-
Field Support Specialist 2
hace 5 horas
Municipio de San Vicente Ferrer, Colombia Oracle A tiempo completoField Support Specialist 2-220007QE**Applicants are required to read, write, and speak the following languages***: English, Spanish**Preferred Qualifications**1. Propósito del cargo Responsable de proporcionar la primera línea de soporte en sitio que incluye hardware, software, aplicaciones de software y de redes para clientes y personal de campo en sitio...
-
Sr. IT Support Specialist
hace 1 día
San Vicente Ferrer, Colombia TransUnion A tiempo completoTransUnion's Job Applicant Privacy Notice **What We'll Bring**: **What You'll Bring**: **Key requirements** - Associate’s or bachelor’s degree from an accredited institution in Computer Science or related field or have related work experience - Ability to work after hours and/or on weekends when needed **Technical Skills** - Technical Desktop Skills...
-
Support Engineer
hace 3 semanas
San Vicente Ferrer, Colombia Bizagi A tiempo completoAs a global leader in digital business transformation, Bizagi provides the power to deliver rapid process automation and ignite digital business transformation across the enterprise. Bizagi’ s digital business platform wraps around existing IT systems, giving organizations the immediate business agility and process orchestration required to compete in the...
-
Finance Specialist
hace 2 días
San Vicente Ferrer, Colombia Dansk Flygtningehjælp A tiempo completoThe Danish Refugee Council/Danish Demining Group (DRC/DDG) is one of the world’s leading humanitarian NGOs, working in more than 40 countries to provide adequate assistance with a rights-based approach to refugees, asylum seekers, internally displaced persons, returnees, and migrants. **Overall purpose of the role**: The National Finance Specialist...
-
Cloud Specialist
hace 3 semanas
San Vicente Ferrer, Colombia IBM A tiempo completo**Introduction** At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's...
-
E2e Technical Manager
hace 3 semanas
San Vicente Ferrer, Colombia NOKIA A tiempo completo**Come create the technology that helps the world act together** Nokia is committed to innovation and technology leadership across mobile, fixed and cloud networks. Your career here will have a positive impact on people’s lives and will help us build the capabilities needed for a more productive, sustainable, and inclusive world. We challenge ourselves...
-
Technical Services Manager
hace 2 semanas
San Vicente Ferrer, Colombia Royal Enfield A tiempo completoJob Requirements Position title Technical Services Manager - Latin America Distribution Markets (LAD) Reports to Lead Service - LAD Job grade Deputy Manager Location Bogota Job Purpose The Technical Services Manager for LAD will provide the highest quality motorcycle training to our dealership technicians and customers through a blended learning...
-
Technical Account Manager
hace 3 semanas
San Vicente Ferrer, Colombia Johnson Controls A tiempo completoTechnical Account Manager - WD30138593040 *** Technical Account Manager What you will do A Technical Account Manager is a key role reporting directly to the Director of Technical Account Management of the EMEA region. You will be based in the Nordic region and work with the Security Systems Sales team to secure orders and achieve business objectives in...
-
Network Support-level 1
hace 2 días
San Vicente Ferrer, Colombia Kyndryl A tiempo completo542420BR **Why Kyndryl** Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are...
-
Tech Sales Consulting
hace 3 semanas
San Vicente Ferrer, Colombia AT&T A tiempo completoAt AT&T, we’re connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Innovation powers all that we do, and our groundbreaking solutions deliver compelling communication and entertainment experiences to millions of customers worldwide. As part of our team, your next big idea could be our newest...
-
Human Resources Specialist
hace 3 semanas
San Vicente Ferrer, Colombia Dansk Flygtningehjælp A tiempo completoDanish Refugee Council is one of the world’s leading humanitarian NGOs, working in more than 40 countries to provide adequate assistance with a rights-based approach to refugees, asylum seekers, internally displaced persons, returnees and migrants. DRC is currently looking for a highly qualified Human Resource Specialist. **Overall purpose of the role**:...