Technical Customer Service Specialist

DESCRIPTION

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 Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of 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 a Technical Customer Service Representative, you'll engage with Enterprise level customers, providing training, support and analysis for their billing and account concerns. You will work with the other members of the AWS Enterprise team including Technical Account Managers, Sales and Solution Architects. You will be the Subject Matter Expert on Enterprise Account and Billing issues, proactively helping customers avoid potential risks and diving deep to understand the underlying root causes to resolve customer problems.

Key job responsibilities

1. Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback.
2. Process Accounts and Billing related customer cases through case management, email, chat and phone tools.
3. Performing deep dive analysis on Enterprise customer accounts and billing statements.
4. Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers.
5. Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS.
6. Driving projects that improve customer interactions with AWS account and billing information.
7. Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
8. Assisting with Enterprise customer communication during AWS critical launches and support events.
9. Assuming responsibility for developing detailed knowledge about AWS specific product and features.

About the team

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge-sharing and mentorship. Our senior members enjoy one-on-one mentoring and thorough, but kind, code reviews. We care about your career growth and strive to assign projects that help our team members develop your engineering expertise so you feel empowered to take on more complex tasks in the future.

BASIC QUALIFICATIONS

1. Technical experience working with computer systems and technology components.
2. Experience working in the Customer Service/Contact Center industry.

PREFERRED QUALIFICATIONS

1. Experience in account management positions and/or working with Enterprise customers.
2. SQL and/or other relational databases experience.
3. Experience with Amazon Web Services products and features or Cloud Computing technologies.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.