Support Engineer - Spanish, Alexa Information & Ads

DESCRIPTION

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon's voice AI, living in the cloud and ready to assist wherever there's internet access. Making Alexa part of your day is as simple as asking a question, whether it's playing your favorite song, reading the latest headlines, or dimming the lights in your living room. Alexa aims to make your life easier, more meaningful, and more fun by helping you voice control your world.

Join our Knowledge International Operations team in Cambridge, UK or London, UK, where we use our cultural and linguistic knowledge to localize Alexa's knowledge base. This ensures that Alexa can understand and answer more questions from customers in all languages.

As a member of the team, you will be responsible for translating knowledge content into your language, following various processes related to the Alexa knowledge base. You will identify and correct knowledge gaps and share findings to implement scalable solutions across languages. We think from the customer's viewpoint and use our cultural and linguistic expertise to address how customers might interact with Alexa.

If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this Spanish-speaking Support Engineer role in our Cambridge or London office. This is an excellent opportunity to leverage your technical expertise and language skills to impact customer satisfaction and team metrics.

Key job responsibilities

As a native Spanish-speaking Support Engineer, you will provide high-quality technical support to Alexa Question & Answering (Q&A) internal and external customers. In this role, you can expect to:

• Follow workflows with strong guidelines to localize and scale Alexa's Q&A understanding using internal localization tools and engines.
• Create relevant and engaging content for customers based in your language's locale.
• Use your language expertise to perform Quality Assurance testing, ensuring that the content you localize is understood correctly.
• Analyze where Alexa fails to provide optimal answers across internal applications and platforms.
• Troubleshoot semantic frictions/defects using semantic Q&A tools and implement fixes to improve Alexa's performance.
• Manage trouble tickets to resolution or escalation, leveraging existing documentation and tools.
• Triage complex problems to appropriate teams and track through to resolution.
• Interface with various business and technical teams to resolve blockers and share language-specific defect trends.
• Document investigation actions and next steps in tickets.
• Adhere to SLA thresholds for defects and stakeholder requests while ensuring high-quality processes.
• Generate service metrics using scripts and/or documentation.
• Improve team processes and highlight documentation or training needs.
• Impart knowledge to team members through peer reviews, trainings, and support sessions.

BASIC QUALIFICATIONS

• Fluency in Spanish and English, with strong written and verbal communication abilities.
• Demonstrable problem-solving skills and the ability to think critically.
• Ability to thrive under pressure and adapt to a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Strong analytical, communication, and interpersonal skills.
• Commitment to providing high-quality support and exceptional customer service.
• Proficiency in generating accurate and complete support documentation.
• Good judgment and decision-making skills.
• Proficient with Microsoft Office products.

PREFERRED QUALIFICATIONS

• One or more years of experience as a transcriber or annotator.
• Quick in adapting to new processes and workflows.
• Writing/editing experience and familiarity with content production processes.
• Experience with ontologies and/or knowledge representations.
• Experience in SQL.
• Experience in a technical support or similar role.

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Amazon is committed to a diverse and inclusive workplace. We do not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/content/en/how-we-hire/accommodations.