Description : Technical Customer Support Specialist. Company : AWS Australia Pty Ltd. Location : Sydney NSW
• Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality of customer experience • Experience in a senior Customer Service, Customer Advocacy and/or Account Management role • Excellent oral and written communication skills • Proven success in a fast paced support environment • Experience taking ownership and driving resolution on escalated customer issues • Proficiency in MS Office, with advanced Excel and reporting skills
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 assisting customers with account and billing related inquiries, and interfaces with internal Amazon organizations to provide the perspective of the Voice of the Customer.
As a Technical Customer Service Representative, you'll engage with Enterprise level customers, providing training, support and analysis for their billing and account concerns. You will work with the other members of the AWS Enterprise team including Technical Account Managers, Sales and Solution Architects. You will be the Subject Matter Expert on Enterprise Account and Billing issues, proactively helping customers avoid potential risks and diving deep to understand the underlying root causes to resolve customer problems.
Key job responsibilities
Your responsibilities will include, but will not be limited to:
- Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
- Process Accounts and Billing related customer cases through case management, email, chat and phone tools
- Performing deep dive analysis on Enterprise customer accounts and billing statements
- Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
- Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS
- Driving projects that improve customer interactions with AWS account and billing information
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Assisting with Enterprise customer communication during AWS critical launches and support events
- Assuming responsibility for developing detailed knowledge about AWS specific product and features
About the team
Inclusive Team Culture:
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Work/Life Balance:
Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.
• Experience working with high-profile (Enterprise) customers • Basic accounting or business finance experience • A drive to dig into the details of a system or process to solve customer problems • Demonstrated success driving cross-functional deliverables • Demonstrated success in resolving complex technical escalations and cause of error post mortem creation Amazon Web Services is an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Acknowledgement of country: In the spirit of reconciliation Amazon acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today. IDE statement: 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, disability, age, or other legally protected attributes.
