2020 Hiring: Technical Support Associate (TSA) at Amazon

Customer Service Skills

Knowledge & Skills Required

• Dedicated to problem resolution
• Demonstrate a positive attitude
• Be able to resolve a conflict
• Are patient and helpful
• Able to avoid jargon and explain complex concepts
• Are responsible in any given situation
• Able to collect data accurately to identify solutions
• Able to use multiple tools
• Use situational judgement to determine actions
• Have a detail-oriented working style
   

Technical Knowledge

• Basic understanding of Device Platforms (Desktops, Laptops, Tablets, Mobiles, Gaming consoles, Streaming devices) and Digital Services (Videos, Music, Apps, Video Games, streaming content, Cloud Storage) and associated technical terminologies
• Ability to translate technical information / instructions into a simple language that would ensure seamless trouble shooting
• Ability to problem solve
• Awareness of latest trends and developments in the technology industry
• Demonstrate the ability to apply knowledge to new situations
• Be able to use judgement and common sense to answer customer questions
• Demonstrate willingness to share knowledge with team members and customers
• Consistently curious about technology
   

Communication Skills

• Excellent English communication skills (written, comprehension and verbal)
• Ability and willingness to communicate with others
• Ability to demonstrate empathy
• Ability to use effective questions
• Ability to demonstrate active listening
• Ability to communicate in a positive manner
• Good comprehension skills – ability to clearly understand the issues customers present

Qualifications

Knowledge & Skills Required

Customer Service Skills

• Dedicated to problem resolution
• Demonstrate a positive attitude
• Be able to resolve a conflict
• Are patient and helpful
• Able to avoid jargon and explain complex concepts
• Are responsible in any given situation
• Able to collect data accurately to identify solutions
• Able to use multiple tools
• Use situational judgement to determine actions
• Have a detail-oriented working style
   

Technical Knowledge

• Basic understanding of Device Platforms (Desktops, Laptops, Tablets, Mobiles, Gaming consoles, Streaming devices) and Digital Services (Videos, Music, Apps, Video Games, streaming content, Cloud Storage) and associated technical terminologies
• Ability to translate technical information / instructions into a simple language that would ensure seamless trouble shooting
• Ability to problem solve
• Awareness of latest trends and developments in the technology industry
• Demonstrate the ability to apply knowledge to new situations
• Be able to use judgement and common sense to answer customer questions
• Demonstrate willingness to share knowledge with team members and customers
• Consistently curious about technology
   

Communication Skills

• Excellent English communication skills (written, comprehension and verbal)
• Ability and willingness to communicate with others
• Ability to demonstrate empathy
• Ability to use effective questions
• Ability to demonstrate active listening
• Ability to communicate in a positive manner
• Good comprehension skills – ability to clearly understand the issues customers presence

Qualifications required

• Completed Grade 12 / NQF Level 4 / Matric
• SA Citizen / Permanent Resident
• 3 months experience (any environment)
• Ability to work overtime as required by business - as much as x hours a week, most often occurring in the weeks surrounding the holiday season.
• Flexible with the working schedule; may be expected to work weekends, holidays and events
• Maintain regular and reliable attendance, including the daily schedule as assigned

Minimum Qualifications

• Completed Grade 12 / NQF Level 4 / Matric
• SA Citizen / Permanent Resident
• 3 months experience (any environment)
• Ability to work overtime as required by business - as much as x hours a week, most often occurring in the weeks surrounding the holiday season.
• Flexible with the working schedule; may be expected to work weekends, holidays and events
• Maintain regular and reliable attendance, including the daily schedule as assigned

Job ID: A200030991