Technical Customer Support Associate

AWS Customer Service, within ADCI, 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. As an AWS Customer Support Associate, within ADCI, you'll help field customer e-mail and phone contacts, interface with AWS Developer Support Reps, and represent ADCI as you interact directly with our developer community to resolve support issues. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.

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

• Providing prompt, efficient, detailed, customer-oriented service to Amazon's 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.
• 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.
• 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 Amazon's 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.

• Familiarity with Web Technologies and the Internet.
• Excellent communication
• Proficiency in MS Office, with an emphasis on Excel.
• Ability to summarise technical customer issues into notes that are readable by other parties (you can paraphrase a complex issue while writing for comprehension).
• Ability to work weekends and/or evenings.

Interview Process:

• Online test
• Face to Face interview (Virtual)