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Technical CS Associate, Key for Business

Description

Come join Amazon Key for Business to help transform the delivery experience for customers with unprecedented quality, efficiency and scale. Each time a package is delivered by an Amazon associate, technology is at the scene, and behind the scene. Today, Key for Business Technology supports Amazon Logistics and its scope is expanding every day.

Key job responsibilities
We are looking for a savvy, team-oriented individual who is highly driven and want to ensure customer satisfaction for our customers. The Key for Business Customer Solutions Advisor team coordinates with different support channels to provide superior technical experience to both internal and external customers. As a TCSA, you are not a traditional ‘advisor.’ Instead, you are a dedicated account manager and brand ambassador that resolves our customer’s calls, chats and emails. To be considered, you must be highly technical, along with the ability to make every customer feel like a welcomed part of Key for Business.

A day in the life
Take ownership in assisting, researching, resolving, and de-escalating customer issues and devices
Understand and implement new information and procedures efficiently and professionally
Deliver a consistent level of quality on all calls and issues, encompassing the “white glove experience”
Concentration and strong understanding of advanced troubleshooting for all Ring products
Analyze tickets for trends in customer issues and report to the trending teams
Utilize multiple systems to access customer information, research issues, and educate customers
Collaborate with the trending teams to drive continuous process improvement
Utilize all available resources to solve internal challenges while ensuring first call resolution
Develop and implement scalable solutions to support Key for Business’ mission
Lead trend collection and communication efforts for a specific apps or products (pods)
Assist with other pods when needed
Other duties and responsibilities as assigned

About the team
Our team is actively seeking motivated and multi-talented individuals who are passionate about transforming the logistics and package delivery operations. We are inventing the next-generation smart delivery operation with new technologies in IoT (Internet-of-Things). We develop technology-based solutions matching customer needs and delivery capacity with precision and efficiency, and expanding and transforming delivery experience with unprecedented quality, productivity and scale.

Basic Qualifications

- 2+ years of customer service experience
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience with Microsoft Office products and applications
- Proficiency with learning new technology and system applications
- Must be organized, a self-starter, and able to begin and follow through with tasks with minimal supervision
- Candidate should demonstrate clear proficiency in various communication methods in the following: verbal, writing, reading and comprehension

Preferred Qualifications

- Bachelor’s degree or equivalent professional experience
- 3+ years of technical support, data analytics or similar experience
- 1+ years troubleshooting Ring devices
- Able to identify scope and priority of issues and tasks

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,800/year in our lowest geographic market up to $65,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

Average salary estimate

$50400 / YEARLY (est.)
min
max
$35800K
$65000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Technical CS Associate, Key for Business, Amazon

Join Amazon Key for Business as a Technical CS Associate, where you’ll play a pivotal role in enhancing the delivery experience for our customers! This isn't your typical customer service position—think of yourself as an energetic account manager and brand ambassador. Your mission will be to ensure unparalleled customer satisfaction by expertly managing calls, chats, and emails. In this dynamic position, you’ll take ownership of troubleshooting and de-escalating various customer issues, particularly those involving Ring products. Every day is an opportunity to make a difference as you collaborate with our trending teams to drive continuous process improvement. We’re looking for someone who thrives in a fast-paced environment and is tech-savvy enough to adapt to new tools and systems efficiently. You’ll become a key resource for our customers by utilizing your communication skills to deliver a premium “white glove experience.” Plus, you’ll have the chance to help shape our future smart delivery operations, leveraging technologies within the IoT space. If you have at least 2 years of customer service experience, a knack for technology, and a desire to be part of transforming logistics on a grand scale, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Technical CS Associate, Key for Business Role at Amazon
What are the primary responsibilities of a Technical CS Associate at Amazon Key for Business?

As a Technical CS Associate at Amazon Key for Business, you will be responsible for managing customer interactions through calls, chats, and emails. You’ll troubleshoot issues related to our Ring products, provide advanced technical support, analyze customer feedback for trends, and work collaboratively with various teams to implement improvements. Your role is pivotal in ensuring customers feel valued and well-supported.

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What qualifications do I need to apply for the Technical CS Associate at Amazon Key for Business?

To qualify for the Technical CS Associate position at Amazon Key for Business, you need at least 2 years of customer service experience. Proficiency in Microsoft Office products, a keen ability to learn new technologies, strong communication skills, and problem-solving capabilities are essential. Additionally, technical support experience and expertise in troubleshooting Ring devices are advantageous.

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How does Amazon Key for Business ensure customer satisfaction through the Technical CS Associate role?

Customer satisfaction at Amazon Key for Business is enhanced through the Technical CS Associate role by providing personalized attention to each customer. Technical CS Associates act as dedicated account managers who handle inquiries proactively, ensuring that customer issues are resolved efficiently. The emphasis on a 'white glove experience' underscores our commitment to quality service.

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What does a typical day look like for a Technical CS Associate at Amazon Key for Business?

In a typical day as a Technical CS Associate at Amazon Key for Business, you will begin by reviewing customer tickets, engaging with customers to troubleshoot issues, and collaborating with teams to identify trends in customer inquiries. You will also undertake training for new systems and procedures, ensuring your technical knowledge is up-to-date, while delivering exceptional service to every contact.

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Can a Technical CS Associate at Amazon Key for Business work from home?

Amazon Key for Business offers flexible work schedules, and while some positions may allow for remote work, it depends on the specific needs and structure of the team. It's vital to stay adaptable and ready to engage with customers effectively, whether in a remote or office setting, while ensuring continuity in service quality.

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Common Interview Questions for Technical CS Associate, Key for Business
What experience do you have in customer service that prepares you for the Technical CS Associate role?

For the Technical CS Associate role at Amazon Key for Business, it's important to highlight any previous customer service roles where you directly helped customers resolve issues. Discuss specific situations that showcase your problem-solving skills, ability to work under pressure, and how you delivered exceptional service that ensured customer satisfaction.

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How have you handled a difficult customer issue in the past?

When responding to this question, outline a specific situation where a customer was facing a significant issue. Describe the steps you took to manage their concern, how you communicated effectively, and ultimately how you were able to resolve the problem while maintaining a positive relationship with the customer.

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Why do you want to work as a Technical CS Associate for Amazon Key for Business?

Express your enthusiasm for working with emerging technologies and the chance to be part of a team that is transforming the logistics space. Mention your passion for providing outstanding customer service and your eagerness to contribute to Amazon’s mission of delivering high-quality service while supporting innovative solutions.

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Can you explain your understanding of troubleshooting technical issues?

Discuss your approach to troubleshooting, emphasizing your analytical skills and resourcefulness. Provide examples of how you would systematically identify problems, assess potential solutions, and implement fixes for technology-related issues, especially in regards to Ring products or similar devices.

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What strategies would you implement to stay organized in a fast-paced environment?

Highlight any organizational tools or methods you use, such as prioritizing tasks, setting reminders, or utilizing collaborative software. Explain how keeping track of multiple customer inquiries simultaneously contributes to your effectiveness and the quality of service you provide.

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How do you keep up with new technology relevant to this role?

Mention your commitment to continuous learning and how you follow technology trends or engage with educational resources. You might talk about attending webinars, reading tech blogs, or participating in online courses that increase your knowledge relevant to the Amazon Key for Business position.

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Describe a time when you improved a process in your previous job.

In your response, provide a specific example where you identified an inefficiency, analyzed it, and proposed adjustments that led to a better workflow. Highlight the measurable outcomes, such as time saved or increased customer satisfaction that resulted from your actions.

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How would you respond if you were not able to resolve a customer’s issue on the first call?

Discuss your strategy for maintaining customer trust and satisfaction in such scenarios. Explain that you would reassure the customer that you are committed to finding a solution, collect necessary details for follow-up, and outline the steps you will take to resolve their issue as quickly as possible.

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What do you believe is the most important quality for a Technical CS Associate?

Identify adaptability and strong communication as key qualities. Emphasize how the ability to listen actively and adapt to each customer’s unique situation helps in providing tailored support, ensuring they feel valued and heard throughout their experience.

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How do you handle stress during busy periods or tough situations?

Share your techniques for managing stress, such as taking deep breaths, staying organized, and prioritizing tasks. Emphasize your ability to remain calm and composed, which ultimately benefits your interactions with customers and your overall productivity.

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Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking.

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CULTURE VALUES
Inclusive & Diverse
Rise from Within
Mission Driven
Diversity of Opinions
Work/Life Harmony
Transparent & Candid
Growth & Learning
Fast-Paced
Collaboration over Competition
Take Risks
Friends Outside of Work
Passion for Exploration
Customer-Centric
Reward & Recognition
Feedback Forward
Rapid Growth
BENEFITS & PERKS
Medical Insurance
Paid Time-Off
Maternity Leave
Mental Health Resources
Equity
Paternity Leave
Fully Distributed
Flex-Friendly
Some Meals Provided
Snacks
Social Gatherings
Pet Friendly
Company Retreats
Dental Insurance
Life insurance
Health Savings Account (HSA)
FUNDING
SENIORITY LEVEL REQUIREMENT
INDUSTRY
TEAM SIZE
EMPLOYMENT TYPE
Full-time, on-site
DATE POSTED
March 15, 2025

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