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Description

Open to candidates in Seattle, Arlington, New York, Austin, Boston, Dallas, San Francisco, Denver, Chicago, Atlanta, Jersey City, Nashville.

Do you have an aptitude for analyzing customer requests and creating innovative business solutions/programs to address customer needs? The ability to translate complex scenarios into simplified mechanisms to enable customer outcomes? The knack to drive consensus across broad stakeholder groups? Amazon Web Services (AWS) is seeking a Customer-obsessed Customer Support Specialist to join the Private Pricing Programs and Experiences (3PX) team.

In this role, you will work on a team of Customer Help Managers to answer questions from the various Customer cohorts of the Private Pricing Program inclusive of the AWS field and external AWS Partners. You will respond to questions about the Private Pricing Program’s process, milestones, and mental models through quality Customer interactions. You will also partner with other Help Managers to analyze the volume and nature of Customers’ questions to identify themes and friction points in the Customer experience, report out insights with internal stakeholders, and drive continuous improvements to the program through closed-loop actioning.

The ideal candidate is driven to elevate their Customers’ experience and help them succeed. You keenly understand and strive to deliver the key elements of a quality Customer engagement including a gracious tone and speed to resolution. You are a self-learner who can dive deep to find answers to questions as needed. You are unflappable, and can mitigate the unexpected gracefully and effectively. You have a knack for connecting the dots and can quickly spot a rising trend or issue. You earn trust easily, communicate effectively, and can lead horizontally to drive action through others. You measure success by impact (vs. size of effort), and continuously inspect both approach and output to incrementally raise the bar over time.

Key job responsibilities

• Learn and apply the fundamentals of the Private Pricing Program to become a subject matter expert for customer support

• Analyze Customer support data to identify themes and friction points in the Customer experience and trends in the business

• Respond to questions from internal and external Customers in alignment with team SOPs, quality metrics and SLAs.

• Deliver business reviews to key stakeholders to provide insights and metrics

• Offer recommendations for short team customer solutions while contributing to long term sustainable solutions at scale

• Contribute to improving efficiencies through automation, effective measurement, inspection, and communication for enhanced functional performance.

A day in the life

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred 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.

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.

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 and 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.

Basic Qualifications

• Bachelor's degree or equivalent

• 5+ years direct customer help/support identifying and reporting trends to drive measurable results for a complex sales/sales support organization

Preferred Qualifications

• Exceptional communication skills, both verbal and written, with the ability to update senior management on priorities, status, data trends, as well as provide tooling and training recommendations.

• Strong presentation skills and the ability to effectively articulate complex concepts to cross-functional audiences.

• Solid understanding of cloud computing concepts and the AWS offering.

• Adept at marrying data with anecdotes to derive actionable insights.

• Quickly masters complex concepts independently.

• Possesses strong business acumen and tenacity; able to work autonomously through ambiguity and complexity in a fast-moving environment to drive results.

• Skilled at working effectively with a wide range of stakeholders to influence and gain buy-in.

• Experience working in a highly matrixed organization.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $83,100/year in our lowest geographic market up to $177,800/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.