Description
This role has a unique opportunity to directly serve our customers by resolving their issues while also working with internal teams on identifying trends and opportunities to mitigate customer issues ongoing. You will also undertake ongoing analysis of tickets to identify trends and work to mitigate and reduce future ticket volume. In this role you will partner with our Engineering/Product teams across locations.Key job responsibilities
A Successful Candidate Should
- Actively manage a customer issue ticketing queue and Service Level Agreement (SLAs) and provide root-cause analysis and solution for customer reported issues for multi-platform devices and content worldwide.
- Execute daily operations in the form of live chats, ticket handling & customer outreach, and problem solving for a rapidly growing network in an AUX model structure.
- Demonstrate excellent communication skills with experience handling direct customers live
- Work a flexible schedule/shift, including weekends, nights, and/or holidays in an AUX model
- Support the testing and launch of new tools and processes within the Customer Service workflow service.
- Provide feedback to the Digital, Device and Alexa Knowledge Management and developer teams with recommendations.
- Assist in identifying knowledge gaps within CS and work with partner teams to bridge the gap of identified issues
- Partner with Digital & Device Command Center (D2C2) on identifying systemic issues or tracking known bugs and report prioritized list based on impact.
- Identify potential high severity tickets based on ticket trends.
This will be an onsite role, and candidate should be flexible in work timing (including night shifts, rotational weekly offs/shifts and AUX model) and be ready at hand to meet targets.We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon’s mission of being Earth’s most customer-centric company.
About The Team
The D2AS Ticketing Resolution and Integration (D2AS - TRI) team is an integral part of Amazon's global Customer Service network by being the first-line support for customer's escalated technical issues.Our team specializes in resolving complex technical problems across Digital, Device, Alexa, and Content ecosystems while working closely with internal teams to identify and mitigate recurring issues. Operating in a 24/7 environment, we combine technical expertise with data-driven insights to deliver excellent customer service.
Basic Qualifications
- Minimum 12 months of experience handling Digital/Device and Alexa contacts in D2 CS environment
- Deep understanding of technical concepts related to D2AS ecosystem
- Excellent verbal and written communication Demonstrated experience in handling multiple contact channels: Live chat support, Ticket handling and direct customer interactions
- Proven track record of meeting/exceeding productivity and quality metrics
- Experience with MS Office and customer service tool set
- Ability to work in a 24/7 operational environment with quarterly rotational shifts. This includes weekends and holidays as per business needs, with weekly offs on rolling basis following AUX model structure
Preferred Qualifications
- Advanced troubleshooting skills for Digital/Device/Alexa products
- Previous TRI/ D2AS Technical support background
- Experience in handling escalated D2 contacts Experience in working with cross-functional teams
- Ability to contribute to knowledge base and process improvements
- Adaptable to changing priorities in fast-paced environment
- Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Company
- ADCI HYD 20 SEZJob ID: A3106714
