DESCRIPTION
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.
The AWS Customer Service team provides support to a wide range of external customers helping them understand what Cloud Computing is all about, and whether it can be useful for their business needs. This team also assists with account and billing related inquiries, and interfaces with Amazon teams focusing on AWS to provide the perspective of the Voice of the Customer.
As a Technical Customer Service Associate, you'll help field customer e-mail, phone and chat contacts while interfacing with other Support teams. You will represent Amazon and AWS as you interact directly with our customers acting as an expert on AWS Cloud Computing services in the leading edge of this growing industry.
Key job responsibilities
Your responsibilities will include, but will not be limited to:
Providing innovative customer service to address billing, account access and authentication inquires and general resource management while keeping customer data safe.
Working with other customer support teams to ensure a consistent and high-quality level of support.
Identifying root-causes of customer issues, areas for improvement and providing valuable feedback to business and development teams.
Assisting with customer communication during AWS critical launches and support events.
About the team
Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.
Why AWS
Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.
Inclusive Team Culture
Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (diversity) conferences, inspire us to never stop embracing our
uniqueness.
Mentorship and Career Growth
We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better- rounded professional.
BASIC QUALIFICATIONS
- Bachelor's Degree in any field
- Overall 6 months-4 years of experience which includes 6+ months of directly working with customers using computer systems and technology components
- Demonstrated advanced proficiency in English both written and spoken skills
PREFERRED QUALIFICATIONS
- 1+ years of experience in Contact Center/ Technical Support/ Customer Support in a fast-paced support environment
- Experience or knowledge on with Amazon Web Services products or Cloud Computing technologies. General knowledge in one or more technology domain areas (e.g., internet, network, software, systems)
- Computer literacy with experience using Windows/MS Office (i.e., Outlook, Excel)
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
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