TCSS (Telecom Support), AWS Customer Service at Amazon Web Services

What can you expect from the role?

• As a Telecom Support Specialist, you will be responsible for managing porting, phone numbers, and SMS registration for AWS services (Amazon Connect, Chime, Pinpoint, etc). Tasks will include processing port ins and port outs phone numbers, registering and configuring SMS services, procurement of new customer phone numbers, number migrations, audits and special projects. Your peers will be systems, network and software engineers working to make the AWS telephony platform more capable, scalable, reliable and efficient. This role does require the ability to work weekends.

Key job responsibilities

• Work closely with product management and telephony providers to fully understand the US and international porting and number management process.
• Provide order management for local, off net and toll-free numbers through various interfaces and 3rd party platforms with a high level of accuracy and quality.
• Support SMS registration and configuration.
• Provide constant, professional communication of information to customers, vendors, and internal team members via email, phone, chat, and customer user interface.
• Perform follow up actions as necessary for incomplete orders and/or rejected orders - whilst keeping AWS support cases up to date with all timelines.
• Obtain a Letters of Agency (LOA) from the customer to request Customer Service Records (CSRs) from incumbent LEC.
• Collaborate with team members to improve the overall porting and number ordering experience for customers.
• Assist internal teams in identifying and scoping long term product automation solutions.
• Cultivate relationships with external carriers to facilitate faster problem resolution.
• Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS.
• Assuming responsibility for developing detailed knowledge about AWS specific product and features

BASIC QUALIFICATIONS

• Proven success in a fast-paced support environment
• Professional oral and written communication skills
• 2+ years of experience working in the Telecom/Contact Center industry.
• 1+ year of working knowledge of the Telecom industry with strong understanding of LNP processes
• Proficiency in MS Office
• Ability to learn new technologies and stay current with related field information
• Ability to work weekends

PREFERRED QUALIFICATIONS

• Experience in Technical Support
• Bachelor degree in a technical related field