We are seeking a Support Specialist for a new project that is fundamental to Amazon’s future. This is a career defining opportunity to shape the future and define new standards of excellence for customer service.
You will be responsible for the customer journey. The scope of the project is set to scale rapidly for the next few years post launch.
As an ideal candidate, you will have extensive experience supporting customers in ambiguous environments, creating and presenting business demos about complex products.
You will be passionate about the use of technology to deliver bar raising customer experiences. You'll engage with product teams to deliver customer outcomes.
You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.
In addition, your responsibilities will include, but will not be limited to, the following :
Being the customer-facing voice for customers, addressing complex account, fulfillment, selling and billing services
Working with customers to understand how they use account, fulfillment, selling and billing services, while providing valuable feedback to stakeholders for improvement.
Performing deep dive analysis on customer accounts and billing statements.
Educate customers on reporting Analytics options.
Providing prompt, efficient, detailed, customer-oriented service to customers.
Working with customer support peers around the globe to ensure a consistent and high-quality level of support.
Driving projects that improve customer interactions with services.
Acting as the Voice of the Customer for our customers, 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.
Assuming responsibility for developing detailed knowledge about specific product and features.
Work with teams to drive resolution of issues for customers.
Making sure internal knowledge reference pages are updated.
This position requires flexible work schedules (weekends and / or evenings.)