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AWS Enterprise Customer Service Specialist

2.00 to 3.00 Years   Bangalore   20 Jun, 2019
Amazon
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

  • You will interface with other AWS teams including Technical Account managers (TAM s), Service Teams and Support.
  • You will be the Subject Matter Experts on Enterprise/APN customers. You will work with exceptionally driven, customer focused Technical Customer Service Associates and Technical Support Engineers.
  • You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
  • You will be the point of contact on Executive level escalations. You will act as a support partner to the Level 3 TCSA escalations team.
  • In addition, your responsibilities will include, but will not be limited to, the following:
  • Being the customer-facing voice for Enterprise/APN customers, addressing complex account and billing issues.
  • Performing deep dive analysis on Enterprise/APN customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materials.
  • Providing prompt, efficient, detailed, customer-oriented service to Enterprise/APN AWS customers.
  • Working with customer support peers around the globe to ensure a consistent and high-quality level of support.
  • Driving projects that improve support-related processes.
  • Working with Enterprise/APN customers to understand how they use AWS services, and providing valuable feedback to business and development teams.
  • Acting as the Voice of the Customer for our Enterprise/APN customers, 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 Enterprise/APN customer communication during AWS critical launches and support events
  • Field and handle escalated customer issues from Technical Customer service associates
  • Assuming responsibility for developing detailed knowledge about AWS specific product and features
  • Making sure internal knowledge reference pages are updated
  • AWS-SUPPORT-BLR
,
  • Experience in Customer Service and/or Account Management with a passion for customer advocacy
  • Excellent oral and written communication skills
  • Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
  • Strong fluency with Web Technologies and the Internet
  • Experience taking ownership and driving resolution on escalated customer issues
  • Proficiency in MS Office, with an emphasis on Excel
  • Ability to work weekends and/or evenings Experience in leadership positions
  • Experience working with high-profile customers
  • Experience in Technical Support
  • A drive to dig into the details of a system or process to solve customer problems
  • Some college experience in a technical or business field.
  • Proven success in a fast paced support environment
  • Strong technical support ability and aptitude in a distributed computing environment which also includes supporting end user desktop applications and tools
  • Demonstrated success driving cross-functional deliverables
  • Demonstrated success in resolving complex technical escalations and cause of error post mortem creation

Keyskills :
supportcomcloudwebdesktopoperationsdrivingsystemmailjavaphpcommunicationomputingofficeec2amazon

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