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.