Amazon Kuiper Services Europe SARL, Irish Branch
Technology
Tier2TechnicalCustomerSupportAssociate(Germanspeaker)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Tier 2 Technical Customer Support Associate (German speaker) at Amazon Kuiper Services Europe SARL, Irish Branch. Skills: Technical support, Customer success, Problem solving. Manage customer escalations. Deliver resolutions”
Industry & Context.
Problem-solving; Troubleshoot issues; Dig into details
Rotational shifts, Work weekends, Work holidays, Export control screenings, Obtain export licenses
What They're Looking For.
Must Have
High school diploma, Customer service skills, Communication skills, Interpersonal skills, Communicate technical details, Work flexible schedule, Knowledge of Microsoft Office, Speak German fluently, Write German fluently, Read German fluently, Understanding of internet technologies, Problem-solving skills, Technical curiosity
Nice to Have
Experience in fast-paced environment, Experience in ISP technical support, Experience in Satellite technical support, Experience with end customers, Experience resolving internet issues, Experience resolving network connectivity issues, Experience resolving equipment issues, Fluency in multiple languages
What You'll Do.
Manage customer escalations
Offer technical support
Collaborate with teams
Resolve complex issues
Identify issue trends
Propose process improvements
Create knowledge base articles
Create team documentation
Stay current on products
Stay current on features
How You'll Work.
Team & Collaboration
Other customer support teams; Cross-functional teams; Leadership; Global operations; Regional operations; Local operations
Communication Scope
Professional communication; Verbal communication; Written communication; Convey insights
Full Job Description
Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity. At Amazon Leo, our Technical Customer Support Associates (TCSA) deliver timely, accurate, and professional general and technical support to all Amazon Leo customers. The Amazon Leo Customer Support (CS) team is looking for driven individuals who are up to the challenge of solving customer issues while providing positive customer experience. TCSA are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally, with maturity and self-confidence, in German/French and English. Shifts are assigned on a rotational basis and may include early mornings, evenings, overnights, weekends and public holidays. You will be required to work all shift patterns. This position may require access to export-controlled information (ECI) subject to EAR and ITAR. Final employment decision is contingent upon satisfactory completion of export control screenings and obtaining any necessary export licenses or approvals, based on nationality, citizenship, and other factors considered by applicable export control regulations Key job 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 othe
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