ADC Technical Customer Service Specialist

About the Role

AWS Applied AI Solutions (AAIS) is building AI solutions that improve human capabilities and transform business functions. We create end-to-end products that are easy to use and make complex things possible, without requiring cloud experience.

Key Responsibilities

• Act as the customer-facing voice for U.S. Government (USG) and Enterprise customers, addressing complex account and billing issues.
• Work with Enterprise customers to understand their use of 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, and detailed customer-oriented service to Enterprise customers.
• Work with customer support peers globally to ensure consistent, high-quality support.
• Drive projects that improve customer interactions with AWS account and billing information.
• Act as the Voice of the Customer for 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.
• Develop 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.
• Engage with USG and enterprise customers providing training support and analysis.
• Work with other members of the AWS Enterprise team, including Technical Account Managers (TAMs), Sales, and Solution Architects.
• Serve as the Subject Matter Expert on Enterprise Account and Billing issues.
• Proactively help customers avoid potential issues.
• Dive deep to understand underlying issues to help customers resolve problems.

Requirements & Tech Stack

• Must be a US Citizen.
• Must currently possess and maintain an active TS/SCI security clearance with polygraph.
• Must opt into a commensurate clearance for each government agency for which they perform AWS work.
• Familiarity with security best practices for application servers and networks.
• Familiarity with application architectures and integration approaches.
• Familiarity with cloud computing technologies.
• Strong fluency with Web Technologies and the Internet.
• Understanding of cloud-based compute and storage concepts.

Qualifications

• Associate's degree or above, or A+ or Network+ or Security+.
• 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.
• Experience that includes 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.