Description

Job summary

The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. This team focuses on assisting customers with account and billing related inquiries, and interfaces with internal Amazon organizations to provide the perspective of the Voice of the Customer.

As a Technical Customer Service Specialist you'll engage with Enterprise level customers, providing training, support and analysis for their billing and account concerns. You will work with the other members of the AWS Enterprise team including Technical Account Managers, Sales and Solution Architects. You will be the Subject Matter Expert on Enterprise Account and Billing issues, proactively helping customers avoid potential risks and diving deep to understand the underlying root causes to resolve customer problems.

Key job responsibilities

· Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback

· Process Accounts and Billing related customer cases through case management, email, chat and phone tools

· Performing deep dive analysis on Enterprise customer accounts and billing statements

· Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers

· Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS

· Driving projects that improve customer interactions with AWS account and billing information

· Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience

· Assisting with Enterprise customer communication during AWS critical launches and support events

· Assuming responsibility for developing detailed knowledge about AWS specific product and features

We are open to hiring candidates to work out of one of the following locations:

Dublin, D, IRL

Basic Qualifications

• 2+ yrs. technical experience working with computer systems and technology components

• 2+ years of experience working in the Customer Service/Contact Center industry.

• Demonstrated working knowledge in at least one technology domain area (cloud computing, internet, network, software, security, account management, Amazon services)

• Associate’s degree or equivalent experience

• Fluency in English and Hebrew

Preferred Qualifications

• Experience in account management positions and/or working with Enterprise customers

• Proven success in a fast-paced support environment

• SQL and/or other relational databases experience

• Experience with Amazon Web Services products and features or Cloud Computing technologies

• Professional oral and written communication skills, presenting to an audience containing one or more executive team members

• Bachelor degree in a technical related field

In Office: Employees will be office based for the majority of their time. Employees on an in-office work pattern will be assigned a desk in an Amazon building. Employees will be required to reside within a commutable distance of the office they are assigned to (Dublin)

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need an adjustment during the application and hiring process, including support for the interview or onboarding process, please contact the Applicant-Candidate Accommodation Team (ACAT), Monday through Friday from 7:00 am GMT - 4:00 pm GMT. If calling directly from the United Kingdom, please dial +44 800 086 9884 (tel:+448000869884). If calling from Ireland, please dial +353 1800 851 489 (tel:+3531800851489).