Technical Customer Service Specialist

Job description

DESCRIPTION

Amazon Development Centre, is looking for an experienced and qualified personnel to join its Customer Support team in Singapore focusing on Amazon's AWS – referred as AWS Support team.
As a member of the AWS Support team, employed with and working for ADC, you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications on AWS Cloud.

AWS Customer Service, within ADC, 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.
Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family? Does the idea of launching a load balanced java application in Singapore from your laptop in Seattle make you smile?
As an AWS Customer Support Associate, within ADC, you'll help field customer e-mail and phone contacts, interface with AWS Developer Support Reps, and represent ADC as you interact directly with our Developer community to resolve support issues. You will work with exceptionally driven, customer-obsessed customer service associates and leadership. 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.

Desired profile

BASIC QUALIFICATIONS

· Familiarity with Web Technologies and the Internet.
· 2-4 years of experience working directly with customers to resolve issues.(Account and billing enquiries handling experience preferred).
· Proficiency in MS Office, with an emphasis on Excel.
· Ability to summarize 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.