Technical Customer Service Specialist - Aws Job in Amazon

DESCRIPTION

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, eager to learn new technologies, and someone who loves discussing them with friends and family? Do you thrive in a dynamic, fast-paced environment? Does the idea of launching a load balanced java application in Singapore from your laptop in South Africa intrigue you?

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

AWS Support provides support to a global list of customers that are building mission-critical applications on top of AWS services. The team is a self-standing P&L with the ability to drive both Free Cash Flow and world class customer experience. Our team of talented engineers is located in 4 countries around the world to provide support to our customers 365 days a year, 24 hours a day.

Amazon Web Services (AWS) Customer Service (CS) 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. The AWS teams help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs.
AWS Customer Service is a fast-response service/support channel that is staffed 24x7x365 with skilled multi-level Technical Customer Service Associates (TCSAs) and Technical Customer Service Specialists (TCSSs). TCSAs provide support to customers of all sizes and technical abilities to ensure successful, safe, and painless utilization of the products and features provided by AWS.

AWS Abuse Investigation & Prevention
Our Abuse Investigation & Prevention Team focuses on scenarios where AWS hosted resources negatively impact third parties on the Internet.
The team is key in maintaining the reputation of AWSs IP space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams. The team works to create trust and maintain customer loyalty by going above and beyond the customers expectations to ensure Amazon Web Services remains the most customer centric company on Earth!

AWS Abuse Technical Customer Service Specialist Responsibilities (include but are not limited to):
Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy (https://aws.amazon.com/aup/).
Own escalated AWS customer issues
Quickly assess customer issues in order to provide accurate support
Act as a high-judgement decision maker for escalated situations where there may be no established SOP.
Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps
Investigate the details of abuse reports and develop processes and responses to help resolve the issue.
Be able to work independently, while knowing how/when to handle or escalate critical customer issues
Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Assist with customer communications and support during AWS critical events
Manage queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
Provide consultative analysis to understand how customers are using our services and make recommendations based on the customer needs and provide feedback to business and development teams
Drive projects that improve support-related functions and processes
Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation

BASIC QUALIFICATIONS

Excellent oral and written communication skills in Japanese and English
Strong technical support ability and aptitude regarding Abuse/Security practices
Must be willing and able to participate in an on-call rotation for emergent abuse-related situations.
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
Ability to work weekends and/or evenings as needed

PREFERRED QUALIFICATIONS

A drive to dig into the details of a system or process to solve customer problems
Proven success in a fast paced support environment
Demonstrated success driving cross-functional deliverable
Demonstrated success in resolving complex technical escalations and cause of error post mortem creation
Enable to work proactively and think of productivity
Experience in leadership positions
Experience in Kaizen/Lean to enhance current processes
Generated a cost efficiency to change manual process to automation by using technical aspects
Must be in good standing.
Minimum of three months in current Amazon role.

Amazon.com is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation/ Age.