Phone Numbers Operations Specialist L2

Responsibilities

• Serve as a dedicated point of contact for ISVs as they routinely port phone numbers to Twilio and manage one-time porting projects for direct customers.
• Serve as a dedicated point of contact for Twilio s Go To Market team in EMEA/APAC with regard to porting projects.
• Provide support for common customer inquiries received by email to ensure they have an excellent experience with Twilio.
• Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Learn and develop 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 team leads, managers, engineering, or product teams and know which is appropriate in each case.
• Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
• Work independently to troubleshoot/determine resolution for issues across multiple areas in your teams domain.

• Youre thorough, organized, and detail-oriented, and you re able to prioritize and execute multiple processes.
• You re empathetic and customer centric to the core, with experience in customer service.
• You re a clear verbal and written communicator.
• You are calm under pressure as you respond to escalations and quickly troubleshoot incidents.
• 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.
• You have at least 3 years of experience working on an Operations team.

• Previous experience in telecommunications or financial services
• Previous sales experience
• Knowledge of SQL and related tools