Executive Customer Relations Specialist II, AWS Customer Service

DESCRIPTION

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. This team focuses on handling the highest level of customer escalations, those that have been escalated to Amazon or AWS leadership and executives. We assist customers with account and billing related inquiries and interface with internal Amazon organizations to provide the perspective of the Voice of the Customer and resolve long-term defects.

As an AWS CS Executive Customer Relations Specialist II, you will be responsible for several workflows, employing critical thinking to resolve highly complex contacts that come from executives, Amazon and AWS leadership, and front-line teams. To solve these complex issues, diving deep is essential to determine the root cause of customer problems, existing policies, communication between internal teams, and more. ECR also acts as a bridge between CS and Non-CS teams, meaning you will have in-depth knowledge in a multitude of services and tools available to internal and external customers. You will assist other departments in efficiently solving high impact, time dependent problems.

Key job responsibilities

• Provide outstanding customer service to address billing, account access and authentication inquires, as well as general resource management while keeping customer data safe.
• Efficiently navigate an ambiguous space when resolutions for issues are unclear or do not exist yet
• Identify root-causes of customer issues, areas for improvement and provide valuable feedback to business and development teams
• Build strong relationships and communicate effectively with internal and external stakeholders
• Assist with customer communication during AWS critical launches and support events
• Assume responsibility for developing and updating detailed knowledge of internal reference pages
• Possess strong relationship-building skills to help influence peers and internal teams
• Ability to effectively work independently
• Write summaries of complex, ongoing customer issues for executives and CS leadership
• Must be able to work weekends and evenings

About the team

About AWS

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

BASIC QUALIFICATIONS

• 4+ years of experience working in the Customer Service/Contact Center escalations environment
• 2+ years of technical experience working with computer systems and technology components
• Demonstrated working knowledge in at least one technology domain area (cloud computing, internet, network, software, security, account management, Amazon services)
• High School Diploma or GED

PREFERRED QUALIFICATIONS

• Experience in Technical Support
• Experience with executive escalations environment
• Experience with project management
• Proficiency in MS Office, with an emphasis on Excel
• Bachelors degree

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $65,600/year in our lowest geographic market up to $143,900/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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