Technical Customer Service Associate, AWS Support Social Media - Amazon

Description AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services. 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 Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Inclusive Team Culture Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. Mentorship & Career Growth We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud. We are open to hiring candidates to work out of one of the following locations: Seattle, WA, USA Basic Qualifications - 2+ years of customer service experience - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Experience with Microsoft Office products and applications Preferred Qualifications - - 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 - 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 https://www.amazon.jobs/en/disability/us. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $31,900/year in our lowest geographic market up to $65,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.