Technical Operations Specialist (Japanese Speaker), AWS Marketplace, APJ

Amazon; London; On-site; GBP 40,000 - 70,000

Job description

Technical Operations Specialist (Japanese Speaker), AWS Marketplace, APJ

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Are you ready for an opportunity to unleash your creativity, engage in problem-solving and drive change? The Amazon Web Services (AWS) Marketplace team is looking for a Technical Operations Specialist to join our fast-paced team.

AWS Marketplace is transforming the way customers find, buy, deploy and govern software, data and services in the cloud. This is an exciting opportunity to help deliver on our mission to bring Amazon’s e-commerce expertise to cloud software and fundamentally change how software is discovered, purchased, and deployed by AWS customers.

This role will own and execute technical service operations to drive Marketplace Private Offer program adoption for buyers and sellers across Asia-Pacific and Japan. The role requires someone who can learn concepts quickly, is detail-oriented and able to use that knowledge and apply them to problem solve and come up with creative solutions. They will drive operational and programmatic improvements so that 3rd party sellers can drive buyer transactions faster and at higher volume. They will collaborate with a diverse set of internal and external stakeholders across regions to add value, eliminate waste, and improve CX. There is opportunity to drive change, build and improve operational processes to help us grow at scale. The ideal candidate can work autonomously and resolve escalated issues quickly; demonstrates strong customer obsession and a high level of ownership and does not shy away from challenging or improving status-quo.

Key job responsibilities

1. Execute technical support operations to drive business performance, meeting quality and service level goals.
2. Manage seller and customer escalations and issue-resolution
3. Create and implement standard operating procedures and process workflows
4. Effectively analyse data to drive process improvements and strategic improvements/growth
5. Collaborate with multiple internal and external stakeholders to maintain successful operations
6. Participate in operational excellence activities

A day in the life
About AWS

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Minimum Requirements

1. 2+ years of experience providing customer support and troubleshooting technical issues
2. Experience troubleshooting and debugging technical systems
3. Proficient in English and Japanese to collaborate with local and global teams
4. Strong experience with problem solving, customer service, and process implementation
5. Advanced analytical skills
6. Desire to own, build, and refine key operational processes
7. Self-motivated with critical attention to detail, deadlines, and reporting
8. Demonstrated collaboration skills and ability to work well within a team

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