AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue from large, fast-growing small- and mid-market accounts up to enterprise-level customers including public sector.
The AWS Customer Service team supports external customers, helping them understand the benefits of AWS Cloud Computing Services. This team focuses on account and billing inquiries and interfaces with internal Amazon organizations to provide the Voice of the Customer.
As a Technical Customer Service Representative, you will engage with Enterprise-level customers, providing training, support, and analysis for their billing and account concerns. You will work with the AWS Enterprise team including Technical Account Managers, Sales, and Solution Architects. As the Subject Matter Expert on Enterprise Account and Billing issues, you will proactively help customers avoid risks and resolve underlying causes.
Key Job Responsibilities
* Work with Enterprise customers to understand their use of AWS account and billing services and provide feedback.
* Process Accounts and Billing related customer cases through case management, email, chat, and phone tools.
* Perform deep dive analysis on Enterprise customer accounts and billing statements.
* Provide prompt, efficient, detailed, customer‑oriented service to Enterprise customers.
* Build relationships with customers to understand their business/operational needs and technical challenges, helping them achieve the greatest value from AWS.
* Drive projects that improve customer interactions with AWS account and billing information.
* 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.
* Assume responsibility for developing detailed knowledge about AWS product and features.
Basic Qualifications
* Experience in technical work related to computer systems and technology components.
* Experience handling customers and conflict resolution with a focus on customer experience.
* Experience in MS Office, with an emphasis on Excel.
* Experience in web technologies and the internet.
* Experience taking ownership and driving resolution on escalated customer issues.
Preferred Qualifications
* Knowledge of database, data warehouse, or data lake solutions.
* Experience in SQL or other relational databases.
* Experience handling customer escalations.
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