Roles and Responsibilities

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 S3 and Amazon EC2. AWS Support team helps AWS customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. This team also helps with account and billing related inquiries, and interface with Amazon teams focusing on AWS to provide the perspective of the Voice of the Customer.

Your responsibilities will include, but will not be limited to, the following:

• Providing prompt, efficient, detailed, customer-oriented service to Amazons AWS customers.

• Working with other customer support teams to ensure a consistent and high-quality level of support.

• Driving projects that improve support-related processes.

• Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams.

• Acting as an advocate for our customer, reporting and acting on observed areas for improvement & when something doesn't feel right.

• Actively identifying solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.

• Assisting with customer communication during Amazons AWS critical launches and support events.

• Assuming responsibility for developing detailed knowledge about specific product lines and features.

• Making sure internal knowledge reference pages are updated.

• Driving projects that improve support-related processes.

• Working with customer support teams to ensure a consistent and high-quality level of support.

• Supporting the customers to understand how they are using our services, and providing feedback to business and development teams.

Desired Candidate Profile

• Bachelor Degree Required.
• 1-3 years of experience working directly with customers to resolve issues.(Account and billing inquiries handling experience preferred).
• Excellent writing and Verbal Communication Skills.
• Experience in working in a voice & non voice customer support role
• Proficiency in MS Office, with an emphasis on Excel.
• Ability to summarize technical customer issues into notes that are readable by other parties (Paraphrase a complex issue while writing for comprehension).
• Ability to work weekends and/or evenings.