Note: The job is a remote job and is open to candidates in USA. Amazon is hiring Technical Care Associates for Amazon Leo Customer Support. The role provides Tier 2 technical and general support to Leo customers, resolves escalations across phone, email, and chat, and helps improve support processes and documentation.
Responsibilities
- Receive and manage customer escalations from Tier 1 support, delivering timely and effective resolutions across phone, email, and chat channels
- Offer detailed technical support with clear and professional communication
- Collaborate with other customer support teams to resolve complex issues
- Document steps and resolutions in a clear, easy-to-follow format
- Identify trends in customer issues and propose improvements to support processes
- Help create knowledge base articles and team documentation
- Stay current on new Amazon Leo products and features
Skills
- Candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum
- 2+ years of customer service experience
- Experience with Microsoft Office products and applications
- High school diploma or equivalent
- Experience web technologies and the internet
- Experience working with customers with a passion for delivering exceptional service, or experience troubleshooting and debugging technical systems and experience that includes strong analytical skills, attention to detail, and effective communication abilities
- Experience communicating complex business concepts in verbal and written form
- Experience working in a fast-paced work environment
- Speak, write, and read fluently in English
Benefits
- Starting Day 1 of employment: EAP, Mental Health Support, Medical Advice Line, and 401(k) matching
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