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Posted: Thursday, March 2, 2017 8:02 PM

was recently voted 5 most admired company in the US, 1 most innovative, and 1 in Customer Service. AmazonA?s technology business has a history and tradition of leading the world in Web:related technologies and services. Now, with Amazon Web Services (AWS) you have the chance to help individuals and businesses take their computing infrastructures and applications into A?the CloudA? . As a member of the AWS Support team, you will be at the forefront of Cloud technologies with interactions with the full breadth of AWS services. You will be surrounded by people that are wickedly smart, passionate about cloud computing, and believe that world class support is critical to customer success. 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 EC2 and Amazon S3. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. We help with complex account and billing related inquiries, and interface with AWS teams to provide the perspective of the Voice of the Customer. 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? As an AWS CS Concierge agent, youll engage with Enterprise and Amazon Partner Network (APN) customers, providing e:mail and phone support. You will interface with other AWS teams including Technical Account managers (TAMA?s), Sales, Service Teams and Premium Support. You will be the Subject Matter Experts on Enterprise/APN account and billing issues. In addition, your responsibilities will include, but will not be limited to, the following: Being the customer:facing voice for Enterprise/APN customers, addressing complex account and billing issuesPerforming deep dive analysis on Enterprise/APN customer contacts to gather lessons learned, and then uses that information to create or improve policies, procedures, and best practice reference materialsProviding prompt, efficient, detailed, customer service to Enterprise/APN AWS customersWorking with customer support peers around the globe to ensure a consistent and high:quality level of supportDriving projects that improve support:related processesWorking with Enterprise/APN customers to understand how they use AWS services, and providing valuable feedback to business and development teamsActing as the Voice of the Customer for our Enterprise/APN customers, reporting and acting on observed areas for improvementActively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experienceAssuming responsibility for developing detailed knowledge about AWS specific product and featuresMaking sure internal knowledge reference pages are updatedaws:support:naExceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experienceExperience in Customer Service and/or Account Management with a passion for customer advocacyExcellent oral and written communication skillsStrong fluency in Cloud and Web Technologies and the InternetExperience taking ownership and driving resolution on escalated customer issuesProficiency in MS Office, with an emphasis on ExcelExperience in leadership positionsExperience working with high:profile customersExperience in Technical SupportA drive to dig into the details of a system or process to solve customer problemsAccount management/experience as an account manager or account executiveProven success in a fast paced support environmentStrong technical support ability and aptitude in a distributed computing environment which also includes supporting end user desktop applications


• Location: Northern Virginia

• Post ID: 27124037 nova is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017