Technical Support Associate (TSA) at Amazon

The Device, Digital and Alexa support team’s vision is to create innovative support experiences for customers using Amazon’s next-generation Digital and Device products through intelligent self-service solutions and a world-class Tech Support organization. In line with our vision and customer expectations, our Technical Support Associates (TSAs) are technology experts and foster a culture of innovation and agility to raise the bar for technical support in an evolving environment of interconnected devices and services. If you enjoy sharing your technical knowledge, problem solving, are passionate about new technologies, this is the job for you!
We play a critical role in listening to customers and escalating pain points to enable Amazon to improve and deliver world-class technical support experiences – will you help us?

Customer Service Skills
Knowledge & Skills Required

• Dedicated to problem resolution
• Demonstrate a positive attitude
• Be able to resolve a conflict
• Are patient and helpful
• Able to avoid jargon and explain complex concepts
• Are responsible in any given situation
• Able to collect data accurately to identify solutions
• Able to use multiple tools
• Use situational judgement to determine actions
• Have a detail-oriented working style

Technical Knowledge

• Basic understanding of Device Platforms (Desktops, Laptops, Tablets, Mobiles, Gaming consoles, Streaming devices) and Digital Services (Videos, Music, Apps, Video Games, streaming content, Cloud Storage) and associated technical terminologies
• Ability to translate technical information / instructions into a simple language that would ensure seamless trouble shooting
• Ability to problem solve
• Awareness of latest trends and developments in the technology industry
• Demonstrate the ability to apply knowledge to new situations
• Be able to use judgement and common sense to answer customer questions
• Demonstrate willingness to share knowledge with team members and customers
• Consistently curious about technology

Communication Skills

• Excellent English communication skills (written, comprehension and verbal)
• Ability and willingness to communicate with others
• Ability to demonstrate empathy
• Ability to use effective questions
• Ability to demonstrate active listening
• Ability to communicate in a positive manner
• Good comprehension skills – ability to clearly understand the issues customers present

Qualifications
BASIC QUALIFICATIONS
Customer Service Skills

• Dedicated to problem resolution
• Demonstrate a positive attitude
• Be able to resolve a conflict
• Are patient and helpful
• Able to avoid jargon and explain complex concepts
• Are responsible in any given situation
• Able to collect data accurately to identify solutions
• Able to use multiple tools
• Use situational judgement to determine actions
• Have a detail-oriented working style

Technical Knowledge

• Basic understanding of Device Platforms (Desktops, Laptops, Tablets, Mobiles, Gaming consoles, Streaming devices) and Digital Services (Videos, Music, Apps, Video Games, streaming content, Cloud Storage) and associated technical terminologies
• Ability to translate technical information / instructions into a simple language that would ensure seamless trouble shooting
• Ability to problem solve
• Awareness of latest trends and developments in the technology industry
• Demonstrate the ability to apply knowledge to new situations
• Be able to use judgement and common sense to answer customer questions
• Demonstrate willingness to share knowledge with team members and customers
• Consistently curious about technology

Communication Skills

• Excellent English communication skills (written, comprehension and verbal)
• Ability and willingness to communicate with others
• Ability to demonstrate empathy
• Ability to use effective questions
• Ability to demonstrate active listening
• Ability to communicate in a positive manner
• Good comprehension skills – ability to clearly understand the issues customers present

Minimum Qualifications
Qualifications required

• Completed Grade 12 / NQF Level 4 / Matric
• SA Citizen / Permanent Resident
• 3 months experience (any environment)
• Ability to work overtime as required by business - as much as x hours a week, most often occurring in the weeks surrounding the holiday season.
• Flexible with the working schedule; may be expected to work weekends, holidays and events
• Maintain regular and reliable attendance, including the daily schedule as assigned