Portuguese AWS Technical Customer Support Associate
Amazon
Flores , H, CR
hace 23 horas

DESCRIPTION

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?

AWS Customer Service 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.

We help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs.

We help with account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer.

As an AWS Core Plus TCSA, you will help customers via email, chat, and phone. You will be handling different skills like Business and Developer, Amazon Partner Network, Tax, Invoicing, and Compromised Account cases.

As an additional focus TCSA will be engaging Brasil customers to review Brasil related tax and invoicing topics.

In addition, your responsibilities will include, but will not be limited to, the following :

  • Providing prompt, efficient, detailed, customer-oriented service to 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 does not feel right.
  • 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 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.
  • This role does require the ability to work weekends and / or evenings and is an hourly position that could require overtime.

    The ideal candidate will demonstrate :

  • To be a role model in contact handling skills.
  • Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience.
  • Must be in good standing.
  • Consistency in quality and productivity metrics.
  • BASIC QUALIFICATIONS

  • 1.5+ years of Customer Service experience in contact center.
  • Advanced written and spoken English level
  • Advanced written and spoken Portuguese level
  • High school diploma
  • PREFERRED QUALIFICATIONS

  • Demonstrated proficiency in MS Office, with an emphasis on Excel.
  • Proven success in a fast paced support environment.
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