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 the AWSu2019s 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
Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
Process Accounts and Billing related customer cases through case management, email, chat and phone tools
Performing deep dive analysis on Enterprise customer accounts and billing statements
Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS
Driving projects that improve customer interactions with AWS account and billing information
Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Assisting with Enterprise customer communication during AWS critical launches and support events
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 weu2019re 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.
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasnu2019t followed a traditional path, or includes alternative experiences, donu2019t let it stop you from applying.
About AWS
Amazon Web Services (AWS) is the worldu2019s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating u2014 thatu2019s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, itu2019s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, thereu2019s nothing we canu2019t achieve in the cloud.
Mentorship & Career Growth
Weu2019re continuously raising our performance bar as we strive to become Earthu2019s Best Employer. Thatu2019s why youu2019ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Hybrid Work
We value innovation and recognize this sometimes requires uninterrupted time to focus on a build. We also value in-person collaboration and time spent face-to-face. Our team affords employees options to work in the office every day or in a flexible, hybrid work model near one of our US Amazon offices. Our hybrid models allow you the freedom to work from home whenever in-office collaboration isnu2019t necessary.
Basic Qualifications
– Experience in technical work related to computer systems and technology components
– Experience handling customers and conflict resolution with a focus on quality for customer experience
– Experience in MS Office, with an emphasis on Excel
– Experience in web technologies and the internet
– Experience taking ownership and driving resolution on escalated customer issues
Preferred Qualifications
– Knowledge of database, data warehouse, or data lake solutions
– Experience in SQL or other relational databases
– Experience handling customer escalations
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. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice ( https://www.amazon.jobs/en/privacy_page ) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region youu2019re applying in isnu2019t listed, please contact your Recruiting Partner….