ADC Technical Customer Service Specialist

About the Role

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Key Responsibilities

• Be the customer-facing voice for USG and Enterprise customers addressing complex account and billing issues.
• Work with Enterprise customers to understand how they use AWS account and billing services and provide valuable feedback.
• Perform deep dive analysis on USG / Enterprise customer accounts and billing statements.
• Educate customers on reporting options, alerts, and budgets.
• Provide prompt, efficient, detailed customer-oriented service to Enterprise customers.
• Work with customer support peers around the globe to ensure a consistent and high-quality level of support.
• Drive projects that improve customer interactions with AWS account and billing information.
• Act as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Assist with Enterprise customer communication during AWS critical launches and support events.
• Assume responsibility for developing detailed knowledge about AWS specific products and features.
• Work with AWS teams to drive resolution of issues for customers.
• Ensure internal knowledge reference pages are updated.

Requirements & Tech Stack

• US Citizen
• Must currently possess and maintain an active TS/SCI security clearance with polygraph.
• Opt into a commensurate clearance for each government agency for which you perform AWS work.
• Associate's degree or above, or A+ or Network+ or Security+.
• Strong fluency with Web Technologies and the Internet.
• Understanding of cloud-based compute and storage concepts.

Qualifications

• Experience in leadership or account management positions.
• Experience troubleshooting and debugging technical systems, or experience working with customers with a passion for delivering exceptional service.
• Strong analytical skills, attention to detail, and effective communication abilities.
• Experience in SQL or other relational databases.
• Proven success in a fast-paced support environment.
• Demonstrated success driving cross-functional deliverables.