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9 Segment System Jobs
Onboarding Operations Specialist 1
Segment System
posted 4d ago
Job Role Insights
Key skills for the job
Job Description
- Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
- Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
- Log customer interactions and tag/categorize issues accordingly.
- Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
- Respond to and action incoming carrier partner notifications.
- Quickly and confidently triage complex issues to the Level 2 team.
- Effectively respond to advanced questions from customers (external and internal) in core area and intermediate questions across multiple areas.
- Work independently to troubleshoot/determine resolution for issues across the entirety of your teams domain.
- Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
- Draw the Owl: Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
- Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
- Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
- Be an Owner: Effectively respond to all basic and some advanced questions from customers (external and internal) in your core area and quickly and confidently triage complex issues via documented internal escalation paths.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate with rich experience in product handling, escalations, we encourage applicants with alternative experiences to also apply. We are always looking for people who will bring something new to the table!
Required:
- Ability to work in rotational shifts 5:30PM -2:30AM or 09:00 PM - 06:00 AM)
- Youre thorough, organized, and detail-oriented, and you re able to prioritize and execute multiple processes.
- Experience Required: 1 - 3 Yrs*( depending on candidature)
- Strong technical background need not apply
- Previous experience into Advanced Email writing, handling international escalations(voice, chat and email)
- International stakeholder handling
- Monitoring tasks and queues, ensuring SLAs aren t breached for self and the team
- Interaction with the technical team frequently to understand the core nature of the process and implement process improvements as in when demanded
- Previous experience into doing root cause analysis
- Ready to take up additional tasks depending on requirements
- You re empathetic and customer centric to the core.
- You re a clear verbal and written communicator.
- You re introspective and committed to continuous self-improvement.
- You re capable of learning quickly and mastering complicated systems.
- You re capable of working independently but also energized from working within a team and cross-functionally to achieve the companys goals.
- You re able to complete tasks in core areas within SLAs.
Desired:
- Running SQL queries , having knowledge of Zendesk, JIRA would be an added advantage
Employment Type: Full Time, Permanent
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