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AWS Enterprise Customer Service Lead


Dublin, Ireland


Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family? Do you enjoy digging in on the command line to troubleshoot the old fashioned way? Does the idea of launching a load balanced java application in Singapore from your laptop in Seattle make you smile?

As an AWS Enterprise CS Lead you are responsible for ensuring that front line Tech Customer Service Specialists (TCSSs) are setup for success. You will provide coaching and training as needed to help the TCSSs meet their performance goals. You will interface with other AWS groups to include Engineering and Premium Support to drive resolution on issues. You will be the Subject Matter Experts that TCSSs look to for advice and guidance on best practices in AWS Support. You will work with exceptionally driven, customer focused Customer Service agents. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
In addition, your responsibilities will include, but will not be limited to, the following:
· Owning escalated customer contacts and leading the effort to satisfactorily resolve them
· Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes
· Providing prompt, efficient, detailed, customer-oriented service to AWS customers
· Working with other customer support teams to ensure a consistent and high-quality level of support
· Driving projects that improve support-related processes
· Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams
· Acting as an advocate for our customer, reporting and acting on observed areas for improvement
· Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
· Assisting with customer communication during AWS critical launches and support events
· Assuming responsibility for developing detailed knowledge about specific product lines and features
· Making sure internal knowledge reference pages are updated


· Strong fluency with Web Technologies and the Internet
· Experience taking ownership and driving resolution on escalated customer issues
· Ability to summarize technical information and guidance into training and reference material that is used by large numbers of contact center agents


· Experience in leadership positions
· Experience in Technical Support
· A drive to dig into the details of a system or process to solve customer problems
· Excellent oral and written communication skills
· Proven success in a fast paced support environment
· Strong technical support ability and aptitude in a distributed computing environment which also includes supporting end user desktop applications and tools
· Experience in Quality Assurance / Quality Improvement
· Experience in Kaizen


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