AWS Technical Customer Service Associate

(ID 265599)
Amazon Dev Centre South Africa

ZA, Cape Town

Job Description

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, eager to learn new technologies, and someone who loves discussing them with friends and family? Do you thrive in a dynamic, fast-paced environment? Does the idea of launching a load balanced java application in Singapore from your laptop in Seattle intrigue you?

As an Amazon Web Services (AWS) Customer Support Associate (CSA), you will field customer e-mail, phone and chat support contacts, interface with AWS Developer Support Reps, and represent Amazon and AWS as you interact directly with our Developer community to resolve support issues. You will be a part of a team of exceptionally driven, customer-obsessed CSAs and leadership. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.

In addition, your responsibilities will include, but will not be limited to, the following:
• Providing prompt, efficient, detailed, customer-oriented service to AWS customers
• Working with other customer support teams to ensure a consistent and high-quality level of support
• Being a voice and advocate for our customers when something doesn’t feel right
• Driving projects that improve support-related processes
• Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams
• Acting as an advocate for our customer, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about specific product lines and features
• Making sure internal knowledge reference pages are updated


Familiarity with Web Technologies and the Internet
Experience working directly with customers to resolve issues
Familiarity with a computer and proficient typing skills
Ability to summarize technical customer issues into notes that are easily readable by other parties (you can write for comprehension)
Ability to work any and all shifts (weekends and/or evenings)

Preferred Qualifications

Experience in Technical Support
A drive to dig into the details of a system or process to solve customer problems
Some college experience in a technical field
Excitement to learn new technologies and help customers succeed
Excellent oral and written communication skills
Proven success in a fast paced support environment
Experience building or hosting a website
Known as the go-to person in your family for technology related questions