AWS Technical Customer Service Associate- Social Media Amazon
Seattle, WA

Job Description

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications.

AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their needs. In addition to providing support with account and billing related inquiries, we also interface with other AWS teams representing the Voice of the Customer.

As an AWS Customer Support Associate specializing in Social Media, you'll help field customer contacts from various social media platforms and represent AWS as you interact directly with our customers to resolve support issues. You will work with an exceptionally driven, customer-obsessed team. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.

Responsibilities Include:

* Address customer concerns, complaints and questions via Twitter, Facebook, AWS Developer Forums, and other emerging social channels
* Recognize risk and the public nature of the social support contacts
* Work diligently to offer or restore a positive experience with each individual customer
* Actively track customer pain points to identify possible solutions
* Communicate with leadership to provide requested examples or other information to assist in the timely resolution of issues
* Monitor forum answers and respond on behalf of AWS to posts or comments that didn't receive an answer.
* Creatively and proactively assist customers through multiple contact channels within given guidelines - sometimes simultaneously.
* Be current on new offerings and issues of AWS. Understand current processes and policies.
* Identify and analyze issues, patterns and trends in customer requests; assisting leadership with surfacing these findings to the appropriate business teams.
* Escalate Systemic Issues and follow up according to the CS Forum Moderation Guidelines (i.e. Andon Cord, Trouble Ticket, Contact Coaching Form, ACES Issues Pipeline, etc.).
* Identify sensitive issues and collaborate with the appropriate stakeholders to create a response.
* Partner with global teammates to establish and maintain consistency in social voice
* Serves as a role model by displaying good judgment, a positive work ethic, strong interpersonal skills, adherence to company policies, and a commitment to excellent customer service.