Phone Number Operations Specialist
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Job Description
Phone number operations specialist supporting customer number porting and issue resolution. Helping Twilio operate global communications infrastructure for businesses and developers.
Responsibilities:
- Serve as a dedicated point of contact for ISVs porting phone numbers to Twilio and manage one-time porting projects for direct customers
- Provide email support for common customer inquiries
- Assess product or service issues and resolve basic-to-intermediate problems
- Learn and develop new processes across varied subject areas
- Respond to and action incoming carrier partner notifications
- Triage complex issues to team leads, managers, engineering, or product teams
- Respond to moderately complex customer questions in core areas and basic questions across multiple areas
- Independently troubleshoot and determine resolutions across the team's domain
Requirements:
- Thorough, organized, detail-oriented, and able to prioritize and execute multiple processes
- Experience in customer service
- Clear verbal and written communication
- Calm under pressure when responding to escalations and troubleshooting incidents
- Ability to learn quickly and master complicated systems
- Ability to work independently and cross-functionally within a team
- Ability to complete tasks in core areas within SLAs
- At least 1 year of experience working on an Operations team
- Previous experience in telecommunications (desired)
- Basic knowledge of SQL and related tools (desired)
Benefits:
- Competitive pay
- Generous time off
- Ample parental leave
- Wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation support
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