Support Specialist at Amazon Web Services

DESCRIPTION
We are seeking a Support Specialist for a new project that is fundamental to Amazon’s future. This is a career defining opportunity to shape the future and define new standards of excellence for customer service. You will be responsible for the customer journey. The scope of the project is set to scale rapidly for the next few years post launch.

As an ideal candidate, you will have extensive experience supporting customers in ambiguous environments, creating and presenting business demos about complex products. You will be passionate about the use of technology to deliver bar raising customer experiences. You'll engage with product teams to deliver customer outcomes. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.

In addition, your responsibilities will include, but will not be limited to, the following:

•  Being the customer-facing voice for customers, addressing complex account, fulfillment, selling and billing services
•  Working with customers to understand how they use account, fulfillment, selling and billing services, while providing valuable feedback to stakeholders for improvement.
•  Performing deep dive analysis on customer accounts and billing statements.
•  Educate customers on reporting Analytics options.
•  Providing prompt, efficient, detailed, customer-oriented service to customers.
•  Working with customer support peers around the globe to ensure a consistent and high-quality level of support.
•  Driving projects that improve customer interactions with services.
•  Acting as the Voice of the Customer for our 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.
•  Assuming responsibility for developing detailed knowledge about specific product and features.
•  Work with teams to drive resolution of issues for customers.
•  Making sure internal knowledge reference pages are updated.

BASIC QUALIFICATIONS

•  2+ years of experience in customer support environments.
•  Business English Proficiency to support product demos, and customer training.
•  Flexible work schedules (weekends and/or evenings.)

PREFERRED QUALIFICATIONS

•  Bachelor’s degree is preferred.
•  Experience with process improvement and operational excellence.
•  Experience with AWS, Cloud Computing or technical support industry.
•  Experience in the IT industry.
•  Meets/exceeds Amazon’s leadership principles requirements for this role.
•  Meets/exceeds Amazon’s functional/technical depth and complexity for this role.

Amazon is an equal opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief.