Technical Support Expert At Twilio, we're shaping the future of communications. Our team is dedicated to delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide to craft personalized customer experiences. We prioritize connection and opportunities to build relationships with our customers and each other. As a Technical Support Expert, you'll be part of a vibrant team with diverse experiences making a global impact each day. - You'll provide product support for a wide range of customer inquiries received via tickets/email, chats and telephone. - You'll assess the nature and urgency of product and service issues to resolve a variety of complex support problems. - You'll log customer interactions and tag/categorize issues accordingly within Zendesk. - You'll resolve a monthly volume of tickets consistently to maintain productivity. - You'll be the point of escalation for complex issues within support, and escalate to Product and Engineering teams as necessary. - You'll identify ways to improve existing processes and procedures. - You'll train and mentor newer members of the Customer Support team. - You'll contribute content to the knowledge base to support team and customer enablement. - You'll ensure Support Customer Satisfaction (CSAT), Time to Solve (TTS), schedule adherence and Service Level Agreements (SLAs) goals are consistently met, and ticket queues are well managed.