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Technical Customer Service Specialist

Technical Customer Service Specialist

Job ID 
Posted Date 
Amazon Web Services, Inc.
Position Category 
Sales, Advertising, & Account Management
Recruiting Team 

Job Description was recently voted #5 most admired company in the US, #1 most innovative, and # 1 in Customer Service. Amazon’s 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 wickedly 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.

As an AWS Customer Success Representative, you'll engage with Enterprise level customers, providing training, support and analysis. You will work with the other members of the AWS Enterprise team including Technical Account managers (TAM’s), Sales and Solution Architects. You will be the Subject Matter Experts on Enterprise Account and Billing issues. 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 Enterprise customers, addressing complex account and billing issues
· Working with Enterprise customers to understand how they use AWS services, and providing valuable feedback
· Performing deep dive analysis on Enterprise customer accounts and billing statements
· Educate customers on reporting options, alerts and budgets.
· Providing prompt, efficient, detailed, customer-oriented service to Enterprise 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 AWS account and billing information
· Acting as the Voice of the Customer for our Enterprise 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 customer communication during AWS critical launches and support events
· Assuming responsibility for developing detailed knowledge about AWS specific product and features
· Work with AWS teams to drive resolution of issues for customers
· Making sure internal knowledge reference pages are updated


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
  • Intermediate knowledge of MS Excel

Preferred Qualifications

  • Experience in leadership positions
  • Experience working with high-profile customers
  • 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 deliverables
  • SQL and/or other relational database experience