IT Services Support Associate I, IT Services @ Amazon

Amazons 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. Our support operations are open 24/7. Being able to work an assigned schedule that falls within our operating hours is required and expected. Available shifts may include, afternoons and evenings, and nights. Typically, they include one or both weekend days and schedules are subject to change. 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 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 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