Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate I spends their day fielding incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide.
The successful IT Support Associate I will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests.
You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.
Responsibilities include :
Provide basic technical support to Virtual Amazon employees worldwide.
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with organizational standards.
Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
Follow all standard operating procedures (SOP) through the effective use of knowledge management.
Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
Assist with activities to triage and escalate any system or network outage to reduce downtime.
Other Requirements :
Adherence to shift schedules and timeliness are key requirements
Willingness to work flexible shifts and scheduling, weekends, and holidays