IT Services Support Associate
amazon
Calle Blancos, CR
hace 5 días

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.
  • Physical Requirements :

  • Adherence to shift schedules and timeliness are key requirements
  • Willingness to work flexible shifts and scheduling, weekends, and holidays
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