Job Description
DESCRIPTION
The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. This team focuses on assisting customers with account and billing related inquiries, and interfaces with internal Amazon organizations to provide the perspective of the Voice of the Customer.
As an MP53 TCS Associate, you'll help field customer e-mail and phone contacts related to our 3rd party software Marketplace and R53 customers. You'll interface with internal AWS Developers, Support Reps, and represent Amazon and AWS as you interact directly with our Developer community to resolve support issues. You will work with exceptionally driven, customer-obsessed customer service associates and leadership to drive change and deliver results to our customers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
Key job responsibilities
• Providing prompt, efficient, detailed, customer-oriented service to AWS customers.
• Working with other customer support teams to ensure a consistent and high-quality level of support.
• Being a voice and advocate for our customers when something doesn’t feel right.
• 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.
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
• Assisting with customer communication during 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.
This role does require the ability to work weekends and/or evenings and is an hourly position that could require overtime.
A day in the life
Every day is different depending on the customer needs. The main priority will be responding to customer support cases and high-severity escalations.
About the team
At AWS, we foster an inclusive culture that celebrates diversity and promotes growth. Our ten employee-led affinity groups span 190 global chapters, engaging 40,000 employees. We offer innovative benefits and host learning experiences like CORE and AmazeCon conferences. Our 16 Leadership Principles emphasize seeking diverse perspectives and earning trust.
Our team supports new members through knowledge sharing and mentorship. With varied experience levels, we focus on individual career development by assigning projects that enhance skills and prepare team members for future challenges. We're committed to creating an environment where everyone can thrive, learn, and contribute their unique perspectives to drive innovation and success.
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
BASIC QUALIFICATIONS
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- 2+ years of customer service experience
- 1+ years of technical experience working with computer systems and technology component
- General knowledge in one or more technology domain areas (e.g., cloud computing, internet, network, software, systems)
- Computer literacy with experience using Windows/MS Office (i.e., Outlook, Excel
Job Tags
Hourly pay, Holiday work, Full time, Flexible hours, Shift work, Night shift, Afternoon shift,