Technical Care Associate[FR], Amazon Leo Customer Support

Amazon Leo is Amazon"s low Earth orbit satellite network. Our mission is to deliver fast, reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses, schools, hospitals, and government agencies, Amazon Leo will serve communities and organizations operating in places without dependable internet access.

At Amazon Leo, our Technical Care Associates (TCA) deliver timely, accurate, and professional general and technical support to all Leo customers. The Amazon Leo Customer Support (CS) team is looking for driven individuals who are up to the challenge of solving customer issues while providing positive customer experience. TCA are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally, with maturity and self-confidence.

Key job 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

Export Control Requirements:

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

A day in the life

As a Tier 2 TCA, you"ll be at the heart of our global connectivity mission. Your day will be dynamic, and purpose driven. You"ll engage with customers, troubleshoot intricate technical issues, and collaborate with leadership and cross-functional teams to ensure seamless service delivery. Each interaction is an opportunity to make a tangible difference in someone"s ability to connect, learn, and grow.

About the team

Amazon Leo Global Operations is part of the Worldwide Consumer team. Our mission is to plan, develop and execute strategies to launch and operate Amazon Leo services globally through multiple distribution channels. Our team fosters a collaborative environment where you will work with regional and local operations to develop business models, partnerships, and fixed service operations.


Skills:
Broadband, Business Development, Business Model, Communication Skills, Cross-Functional, Customer Escalations, Customer Experience, Customer Relations, Customer Support/Service, Distribution Channel, Documentation, Government, Hospital, Identify Issues, International Operations, Knowledge Base, Leadership, Problem Solving Skills, Regulations, Resolve Customer Issues, Service Delivery, Small Business, Strategic Planning, Team Player, Technical Support, Time Management, Transformational Communications Architecture (TCA), Trend Analysis, United States Citizen


Amazon.com Inc


At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit

Company Size:
10,000 employees or more


Industry:
Retail


1994


Website:


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