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Onboarding Operations Specialist 1

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Twilio

2mo ago

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
  • Delhi
    Remote
  • Quick Apply

AI generated summary

  • You must work in shifts, have 1-3 years of experience, excel in email communication, handle international escalations, monitor SLAs, perform root cause analysis, and assist in process improvements.
  • You will support customer inquiries via email, resolve product issues, log interactions, learn processes, triage complex issues, and respond to advanced customer questions efficiently.

Requirements

  • Ability to work in rotational shifts 5:30PM -2:30AM or 09:00 PM - 06:00 AM)
  • You're 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 company's goals.
  • You’re able to complete tasks in core areas within SLAs.
  • Running SQL queries, having knowledge of Zendesk, JIRA would be an added advantage

Responsibilities

  • 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 team's 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.

FAQs

What is the job title for this position?

The job title is Onboarding Operations Specialist 1.

What are the primary responsibilities of the Onboarding Operations Specialist?

The primary responsibilities include providing support for customer inquiries, resolving basic-to-intermediate level problems, logging customer interactions, responding to carrier partner notifications, and triaging complex issues to the Level 2 team.

Is prior technical experience required for this role?

No, a strong technical background is not required for this position.

What are the working hours for this role?

The working hours are rotational shifts either from 5:30 PM to 2:30 AM or from 9:00 PM to 6:00 AM.

What qualifications or experience are necessary to apply for this job?

Candidates should have 1-3 years of experience, advanced email writing skills, experience in handling international escalations, and competency in customer interaction. Empathy and strong communication skills are also essential.

Is experience with SQL, Zendesk, or JIRA a requirement?

No, but having knowledge of SQL, Zendesk, or JIRA would be considered an added advantage.

Can I apply if I am not from an operations background?

Yes, Twilio encourages applicants with diverse experiences and backgrounds to apply, even if they do not match the job description exactly.

Where is this role based?

This role is based remotely in India, specifically in Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.

Will there be any travel required for this position?

Yes, occasional travel may be required to participate in project or team in-person meetings.

What benefits does Twilio offer to its employees?

Twilio offers competitive pay, generous time-off, parental and wellness leave, healthcare, a retirement savings program, and more, with offerings varying by location.

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Twilio

Build the future of communications.

Telecommunications
Industry
5001-10,000
Employees
2008
Founded Year

Mission & Purpose

Twilio’s mission is to unlock the imagination of builders. We are the customer layer for the internet, powering the most engaging interactions companies build for their customers. We provide simple tools that solve hard problems, delivered as a developer-first cloud platform with global reach and no shenanigans pricing.