Technical Customer Service Associate Social Media Job Vacancy at Amazon Web Services, Inc. (Remote)

Vacancy : Technical Customer Service Associate Social Media
Company Name : Amazon Web Services, Inc.
Company Location : Remote

Job Description

1+ years of technical experience working with computer systems and technology components
1+ years of experience in Contact Center and/or customer facing roles in a fast-paced environment
General knowledge in one or more technology domain areas (e.g., cloud computing, internet, network, software, systems)
Computer literacy with experience using Windows/MS Office (i.e., Outlook, Excel)
High school diploma

Job summary
Amazon is now offering flexibility to choose among 3 different working models, in-office, hybrid, and virtual.

In Office: Employees will be office based and 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.
Hybrid: Employees will be required to reside within a commutable distance of the office they are assigned to but have the flexibility to regularly work from home as well as from the office. Employees on a Hybrid work pattern will be expected to attend their assigned office a minimum of one day per week. These employees will follow agile seating when in office.
Virtual Workers: Employees must be based in the US and work will be aligned to an AWS office based on their time zone, and are not required to attend an office on a regular basis. If needed, virtual employees may go into an office for critical trainings, meetings and team-building events. These employees will follow agile seating when in office.

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 Support Associate specializing in Social Media, you’ll help field customer contacts from various social media platforms and represent AWS as you interact directly with our customers to resolve support issues. Using Amazon’s voice, you will publicly respond to customer inquiries, listen to customer feedback and escalate identified risks to the appropriate teams.

Key job responsibilities

Address customer concerns, complaints and questions via Twitter, Facebook, AWS Developer Forums, and other emerging social channels
Recognize risk and the public nature of the social support contacts
Work diligently to offer or restore a positive experience with each individual customer identifying sensitive issues and collaborating with the appropriate stakeholders to create a response.
Monitor forum answers and respond on behalf of AWS to posts or comments that didn’t receive an answer.
Be current on new offerings and issues of AWS. Understand current processes and policies.
Identify and analyze issues, patterns and trends in customer requests; assisting leadership with surfacing these findings to the appropriate business teams.
Escalate Systemic Issues and/or customer pain points and follow up according to the CS Forum Moderation Guidelines (i.e. Andon Cord, Trouble Ticket, Contact Coaching Form, ACES Issues Pipeline, etc.).
Partner with global teammates to establish and maintain consistency in social voice

This role does require the ability to work weekends and/or evenings.

About the team
Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

Social Media experience within a Customer Service environment
Proven ability to communicate both verbally and in writing in a public facing setting
Familiarity with Amazon Web Services products and features or Cloud Computing technologies
Ability to effectively communicate and comprehend complex issues
Associate or Bachelor degree in a technical related field

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. For individuals with disabilities who would like to request an accommodation, please visit

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