Key job responsibilities
• Review written communications to ensure adherence to policy and ensures messages are received in a timely manner
• Research, review, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards
• Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely
• Informs customer of needed remedies and answers basic questions
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management system
• Acquire and maintain current knowledge of relevant company policies in order to facilitate communications
• Willingness to work flexible shifts and scheduling, including nights, weekends, and holidays
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns

BASIC QUALIFICATIONS

o Strong verbal and written communication skills
o Six months experience in an IT or customer service role troubleshooting with the ability to decipher technical terminology and explain the situation or issue in layman’s terms for the customer
o The ability to quickly adapt to differing operating systems while including PC hardware and software issues and software incompatibilities
o Able to apply critical thinking to determine next steps needed to resolve contacts
o Ability to empathize with and prioritize internal customer needs
o Display a commitment to quality and strong multi-tasking skills
o Adherence to shift schedules and timeliness are key requirements

PREFERRED QUALIFICATIONS

o Strong soft skills to deal with varying forms of communications
o The ability to decipher technical terminology and explain in layman’s terms to your customer
o Able to effectively create trouble tickets that are clear and concise to the issue and resolution
o Be able to think in logical steps to resolve the issue at hand
o Able to adapt to fast paced environment

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.