Technical Support Expert

hace 7 días

Bogota, Colombia Twilio A tiempo completo

**See yourself at Twilio**

Join the team as our next Technical Support Expert - Billing

**Who we are & why we're hiring**

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports 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**

**Responsibilities**

In this role, you'll:

- Respond to customer inquiries related to billing reconciliation and account audits
- Investigate billing, pricing and usage issues and communicate findings to customers
- Partner with Customer Success, Sales, Engineering and Product teams to resolve complex problems with potentially costly and far-reaching consequences
- Collect, document and collate feedback for continuous improvement
- Own customer communication and ticket handling during billing related incidents
- Troubleshoot and resolve moderately complex issues including technical components to ensure proper functionality
- Mentor new hires and support the team with product questions

**Qualifications**

**Required**:

- 2 + years of relevant experience
- Experience with account reconciliation or data analysis
- Strong interpersonal communication skills
- Demonstrated experience with general accounting principles
- Experience with SFDC, Quickbooks, 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

**Desired**:

- Proficiency with Excel, SQL, database queries, ZenDesk
- Specify education, previous job experience, certifications, technical skills and soft skills required.

**Location**

This role will be remote, and based 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.

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