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IT Services Support Associate I, IT Services Large Email Monitoring

2 weeks ago

Mumbai Maharashtra, India Amazon.com Full time

DESCRIPTION

Amazon's IT Services is the first point of contact for technical support service requests. Our IT Support Associate spends their day fielding incoming support chats, calls and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide.

The successful IT Support Associate will be customer focused and motivated by team success. You will be innovative, enthusiastic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

Key job responsibilities
- Review written communications to ensure adherence to policy and ensures messages are received in a timely manner
- 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

About the team
This team alleviates the burden of list management, supports new hire onboarding and customers during the transition to a fully automated solution. Trained on Amazon policies, the team manually reviews contacts to approve or reject, 24 hours a day, 7 days a week.

BASIC QUALIFICATIONS

o Strong verbal and written communication skills
- 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
- The ability to quickly adapt to differing operating systems while including PC hardware and software issues and software incompatibilities
- Ability to empathize with and prioritize internal customer needs
- Display a commitment to quality and strong multi-tasking skills
- Adherence to shift schedules and timeliness are key requirements

PREFERRED QUALIFICATIONS

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

Job details
- IND, MH, Mumbai - Virtual
- Operations, IT, & Support Engineering