Aws Enterprise Customer Service Specialist Job in Amazon

DESCRIPTION

Amazon.com was recently voted #5 most admired company in the US, #1 most innovative, and # 1 in Customer Service. Amazons technology business has a history and tradition of leading the world in Web-related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into the Cloud. As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services. You will be surrounded by people that are smart, passionate about cloud computing, and believe that world class support is critical to customer success.
AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. We help with complex account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.
Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family? Do you enjoy digging in on the command line to troubleshoot the old fashioned way?
As an AWS CS Tech Concierge agent, you'll engage with Enterprise and Amazon Partner Network (APN) customers, providing e-mail and phone support. You will interface with other AWS teams including Technical Account managers (TAMs), Service Teams and Support. You will be the Subject Matter Experts on Enterprise/APN customers. You will work with exceptionally driven, customer focused Technical Customer Service Associates and Technical Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry. You will be the point of contact on Executive level escalations. You will act as a support partner to the Level 3 TCSA escalations team.
In addition, your responsibilities will include, but will not be limited to, the following:
Being the customer-facing voice for Enterprise/APN customers, addressing complex account and billing issues.
Performing deep dive analysis on Enterprise/APN customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials.
Providing prompt, efficient, detailed, customer-oriented service to Enterprise/APN AWS customers.
Working with customer support peers around the globe to ensure a consistent and high-quality level of support.
Driving projects that improve support-related processes.
Working with Enterprise/APN customers to understand how they use AWS services, and providing valuable feedback to business and development teams.
Acting as the Voice of the Customer for our Enterprise/APN customers, reporting and acting on observed areas for improvement
Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Assisting with Enterprise/APN customer communication during AWS critical launches and support events
Field and handle escalated customer issues from Technical Customer service associates
Assuming responsibility for developing detailed knowledge about AWS specific product and features
Making sure internal knowledge reference pages are updated
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BASIC QUALIFICATIONS

Experience in Customer Service and/or Account Management with a passion for customer advocacy
Excellent oral and written communication skills
Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
Strong fluency with Web Technologies and the Internet
Experience taking ownership and driving resolution on escalated customer issues
Proficiency in MS Office, with an emphasis on Excel
Ability to work weekends and/or evenings

PREFERRED QUALIFICATIONS

Experience in leadership positions
5 years of minimum experience handling customers (for external candidates)
Experience working with high-profile customers
Experience in Technical Support
A drive to dig into the details of a system or process to solve customer problems
Some college experience in a technical or business field.
Proven success in a fast paced support environment
Strong technical support ability and aptitude in a distributed computing environment which also includes supporting end user desktop applications and tools
Demonstrated success driving cross-functional deliverables
Demonstrated success in resolving complex technical escalations and cause of error post mortem creation

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.

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