Technical Care Associate[FR], Leo Customer Support

About the Role

Amazon Leo is Amazon's low Earth orbit satellite network, aiming to deliver fast, reliable broadband connectivity to customers beyond existing networks. Technical Care Associates (TCA) provide general and technical support to Leo customers. This role requires individuals who are adept at solving customer issues while ensuring a positive customer experience. TCAs are technically savvy problem-solvers focused on customer account security. An ideal candidate is an excellent listener, handles change easily, is a quick learner, a critical thinker, and can handle ambiguity. Professional communication, maturity, and self-confidence are essential.

Key Responsibilities

• Receive and manage customer escalations from Tier 1 support, delivering timely and effective resolutions across phone, email, and chat channels.
• Offer detailed technical support with clear and professional communication.
• Collaborate with other customer support teams to resolve complex issues.
• Document steps and resolutions in a clear, easy-to-follow format.
• Identify trends in customer issues and propose improvements to support processes.
• Help create knowledge base articles and team documentation.
• Stay current on new Amazon Leo products and features.

Requirements & Tech Stack

• 2+ years of customer service experience.
• Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Experience with Microsoft Office products and applications.
• High school diploma or equivalent.

Qualifications

• Experience with web technologies and the internet.
• Experience working with customers with a passion for delivering exceptional service.
• Experience troubleshooting and debugging technical systems.
• Strong analytical skills, attention to detail, and effective communication abilities.
• Experience communicating complex business concepts in verbal and written form.
• Experience working in a fast-paced work environment.
• Fluent in English (speak, write, and read).

Export Control Requirements: Candidates must be a U.S. citizen or national, U.S. permanent resident, or lawfully admitted into the U.S. as a refugee or granted asylum.