Amazon Web Services, Inc.
Operations, IT, Support Engineering, Technical Customer Support, Cloud Computing
ADCTechnicalCustomerServiceSpecialist,AmazonDedicateCloud(ADC)CustomerService
Neural analysis suggests this role is
optimal for Mid+ candidates.
“ADC Technical Customer Service Specialist, Amazon Dedicate Cloud (ADC) Customer Service at Amazon Web Services, Inc.. Skills: Customer Success, Technical Support, Account Management. Address complex account and billing issues. Understand how customers use AWS account and billing”
Industry & Context.
Solve technical problems; Dive deep to understand underlying issues; Help customer resolve problems
US Citizen, Active TS/SCI with polygraph, Opt into commensurate clearance
What They're Looking For.
Must Have
Associate's degree or above, A+ or Network+ or Security+, Current, active US Government Security Clearance of TS/SCI with Polygraph
Nice to Have
Experience in leadership, Experience in account management, Experience troubleshooting technical systems, Experience working with customers, Experience working in a fast-paced, team environment, Demonstrated success driving cross-functional deliverables, SQL and/or other relational database experience, fluency with Web Technologies, fluency with the Internet, Understanding of cloud based compute concepts, Understanding of cloud based storage concepts
What You'll Do.
Address complex account and billing issues
Understand how customers use AWS account and billing
Provide valuable feedback
Perform deep dive analysis on customer accounts
Perform deep dive analysis on billing statements
Educate customers on reporting options
Educate customers on alerts
Educate customers on budgets
customer-oriented service
Work with customer support peers globally
Ensure consistent and high-quality level of support
Drive projects that improve customer interactions
Act as the Voice of the Customer
Report observed areas for improvement
Act on observed areas for improvement
Seek solutions to customer needs
Communicate trends to leadership
Suggest innovative solutions
Assist with customer communication during AWS critical launches
Assist with customer communication during AWS support events
Develop detailed knowledge about AWS specific product
Develop detailed knowledge about AWS specific features
Drive resolution of issues for customers
Update internal knowledge reference pages
How You'll Work.
Team & Collaboration
Work with AWS Enterprise team; Work with Technical Account managers; Work with Sales; Work with Solution Architects; Work with customer support peers
Communication Scope
Customer-oriented service; Communicate trends; Suggest innovative solutions
Full Job Description
Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform? AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3. As an AWS Customer Success Representative, you'll engage with US Government (USG), and enterprise customers, providing training, support and analysis. You will work with the other members of the AWS Enterprise team including Technical Account managers (TAM’s), Sales and Solution Architects. You will be the Subject Matter Experts on Enterprise Account and Billing issues. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems. In addition, your responsibilities will include, but will not be limited to, the following: - Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues - Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback - Performing deep dive analysis on USG / Enterprise customer accounts and billing statements - Educate customers on reporting options, alerts and budgets. - Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers - Working with customer support peers around the glob
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