Fresh Jobs at Amazon

Job Responsibilities

• Demonstrate timely, accurate, friendly and professional Customer Service (CS)
• Meet or exceed quality and productivity goals assigned by management
• Demonstrate clear written and oral communication
• Demonstrate an appropriate sense of urgency when resolving customer issues
• Demonstrate knowledge and use of departmental resources, policies and procedures
• Effectively use available tools in order to provide an accurate response and an exceptional customer experience
• Draft SOPs, references, policies or blurbs to improve the customer experience and/or internal efficiency
• Recognize and pro-actively communicate system issues, process issues, and customer feedback trends to management
• Consistently improve content provider and customer experience by delivering superior customer support, and by relentlessly advocating for content providers
• Exceed customer expectations by going above and beyond
• All other duties as assigned

BASIC QUALIFICATIONS

• Fluent in Traditional Chinese and English language in written and verbal communication
• Matric or equivalent
• 1+ years customer service experience
• Working knowledge of Microsoft Office Applications
• Ability to navigate multiple computer systems and platforms
• Fluent in Traditional Chinese and English language in written and verbal communication

PREFERRED QUALIFICATIONS

• Bachelor’s Degree
• 1 or more years of experience in CS
• 2+ years previous experience in a customer service environment
• Experience in digital media and knowledge of the publishing industry is a plus
• Previous publishing experience advantageous.
• Strong attention to detail
• Demonstrated ability to prioritize and multitask
• Proficient in Outlook, MS office applications, and CS systems
• Excellent written and verbal communication skills, building relationships, and the ability to influence other teams to meet goals
• Experience working with customers via email and over the phone.
• Experience working under pressure in a fast-paced work environment while consistently meeting standards for productivity and quality; deal with ambiguous situations
• Ability to work with technical and non-technical business owners to accomplish goals
• Experience in identifying opportunities to simplify and/or automate complex processes.
• Must be able to think creatively and possess strong analytical and problem solving skills. Must be able to understand problems that vendors are facing, categorize, document, and decide on course of action on when and to whom to escalate
• Detail oriented and process focused. Must be able to follow the process and document interactions as per requirements in clear and concise manner
• Identify lapses in communication between internal teams and work with those teams to ensure that Indie Publishing is not surprised about new product launches
• Ability to communicate effectively and act as an influencer and ambassador on behalf of Indie Publishing

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Key Job Responsibilities

• Responds to Associate support requests in real time, providing education to Associates with the goal of achieving first contact resolution, as well as a remarkable, reproducible Publisher experience.
• Identifies Publisher and Associate success barriers, provides solutions, and drives change through business improvement initiatives.
• Drives opportunities for efficiency through daily floor observations.
• Serves as the second point of contact for all Publisher escalations.
• Conducts contact-related audits with associates and provides technical and process coaching to improve performance on individual contacts.
• Provides direction and coaching in relation to Real Time Management, schedule adherence, AUX coding, and lobby management.
• Maintains a positive and professional demeanor, always portraying the company and Publishers in a positive light and effectively managing sensitive issues.
• Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
• Liaise with other CS shared services teams or Amazon business teams as required to resolve Publisher’s issues and questions.

BASIC QUALIFICATIONS

• Fluent in English
• Minimum of 6+ months experience in KDP customer support
• KDP Tier 2 subject matter expertise
• Demonstrates the ability to identify waste and drive process improvements

PREFERRED QUALIFICATIONS

• Fosters a positive team environment and collaboration within the site.
• Approachable, cooperative, professional, and a team player. Easily gains the trust and support of Associates and peers.
• Demonstrates effective, clear and professional written and oral communication
• Enthusiasm and strong self-motivation to drive results
• Strong prioritization and time management skills, with a high degree of flexibility to embrace change
• Demonstrates appropriate sense of urgency and adaptability in response to changing business needs

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WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:

• Learn and use groundbreaking technologies.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Interact with leading engineers around the world.
• Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
• Drive customer communication during critical events.
• Drive projects that improve support-related processes and our customers’ technical support experience.
• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.

This Analytics role supports our services that focus on Analytic technologies, including Kinesis, Elasticsearch, Cloudsearch, and Redshift.

BASIC QUALIFICATIONS

• Exposure to Database Fundamentals and General Troubleshooting (tuning and optimization, deadlocks, keys, normalization) in any Relational Database Engines (MySQL, PostgreSQL, Oracle, SQLServer)
• Experience in Business Analytics application, support, and troubleshooting concepts
• Experience with System Administration and troubleshooting with Linux (Ubuntu, CentOS, RedHat) and/or Microsoft Windows Server and associated technologies (Active Directory)
• Experience with Networking and troubleshooting (TCP/IP, DNS, OSI model, routing, switching, firewalls, LAN/WAN, traceroute, iperf, dig, cURL or related)
• Bachelor’s degree in Information Science / Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR equivalent experience in a technical position

PREFERRED QUALIFICATIONS

• Experience in a customer support environment
• Experience analyzing, troubleshooting, and providing solutions to technical issues
• Familiar with data warehousing and ETL process
• Understanding of Cloud Computing concepts
• Experience scripting or developing in at least one of the following languages :Python, R, Ruby, GO, Java, .NET (C#), JavaScript

go to method of application »

WHAT CAN YOU EXPECT FROM A LIFE AT AWS?

Every day will bring new and exciting challenges on the job while you:

• Learn and use groundbreaking technologies.
• Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.
• Interact with leading engineers around the world.
• Partner with Amazon Web Services teams to help reproduce and resolve customer issues.
• Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services.
• Drive customer communication during critical events.
• Drive projects that improve support-related processes and our customers’ technical support experience.
• Write tutorials, how-to videos, and other technical articles for the developer community.
• Work on critical, highly complex customer problems that may span multiple AWS services.

BASIC QUALIFICATIONS/EXPERIENCE/SKILLS

• Good depth of understanding in Hadoop Administration, support and troubleshooting (Any two applications: Apache Spark, Apache Hive, Presto, Map-Reduce, Zookeeper, HBASE, HDFS and Pig.)
• Good understanding of Linux and Networking concepts
• Intermediate programming/scripting skills. Ideally in Java or Python, but will consider experience in other Object Oriented and Functional languages.
• Excellent oral and written communication skills with multi-tasking ability. Should be a self-starter who is excited about learning new technology.
• Open to working non-standard hours (no night shifts) including a Sun-Mon or Fri-Sat weekend
• Strong troubleshooting skills

PREFERRED EXPERIENCE/SKILLS

• Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field
• Proficient in Hadoop Map-Reduce and its Eco System [ Hive, HBASE, Spark, Presto etc.].
• Python and shell scripting
• Good understanding of distributed computing environments
• Customer service experience / strong customer focus
• Experience building docker images and troubleshooting container related issues
• Prior working experience with AWS - any or all of EC2, S3, EBS, EMR
• Experienced with Linux system monitoring and analysis (disk management, memory management, permissions etc.)
• Good understanding of Networking concepts and protocols (DNS, TCP/IP, DHCP, HTTPS, etc.)