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Technical Customer Service Rep At Amazon.com

Location: San Francisco, California

Job Description

Job Description

Join the Alexa.com customer support team in helping digital marketers and business owners succeed with our data and analytics services.

Alexa.com is a subsidiary of Amazon.com serving millions of users worldwide and building the next generation of big data audience analytics services. Our mission is to be most invaluable and trusted source of ground-breaking insights into digital behavior that customers use to discover, attract and engage their audience.

We’re seeking an enthusiastic and capable Technical Customer Support Representative to help us deliver a best-in-class customer experience for our analytics and SEO services. You will be communicating directly with business owners, analysts, and digital marketers around the world to resolve their problems, explain our data, and represent their needs and feedback to internal teams such as Engineering and Product Management.

We are looking for someone with excellent communication skills and technical aptitude who is eager to exercise a high degree of ownership over our customer experience. By representing the voice of the customer internally, you will also provide significant input into our product development process and implementation roadmap.

Core Responsibilities
  • Provide prompt, accurate, detailed, and customer-obsessed support to Alexa.com customers
  • Work with others to ensure a consistent and high-quality level of support
  • Address customer queries, with a varying level of difficulty
  • Provide process improvements and develop internal documentation while contributing to a team environment
  • Actively seek solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
  • With a bias for action and technically proficiency, work with diverse internal teams to assist customers with flexible problem solving

Basic Qualifications

  • 2+ years serving as a CS agent for a SaaS business
  • 2+ years experience working directly with customers via a ticket system
  • Experience providing support at various levels – from presales to power user
  • Ability to summarize customer issues into notes that are readable by a diverse range of people
  • Excellent oral and written communication skills in English
  • Proven success in a highly motivated support environment

Preferred Qualifications

  • Experience using Zendesk Customer Service Software & Support Ticket System
  • Experience responding to 40+ tickets per day
  • Experience with website analytics services, digital marketing technology, SEO
  • Experience using Atlassian Jira/Confluence issue tracking and team collaboration software
  • MySql and command line experience
  • Experience with online payment service providers (Paypal/Recurly)
  • Experience responding to queries via social media (Twitter)
  • Experience writing help center content (FAQ)

Amazon.com is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.