Amazon

IT Services Support Specialist , GSD


PayCompetitive
LocationRemote
Employment typeFull-Time

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  • Job Description

      Req#: 2932929
      Amazon's IT Services support is the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls and online requests on behalf of Amazon Corporate and its subsidiary employees worldwide.

      The successful IT Support Specialist will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

      Key job responsibilities
      * Provides comprehensive technical support to Amazon Corporate employees worldwide.
      * Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
      * Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
      * Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
      * Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
      * Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
      * Manage a case count between 26-30 phone/chat/tickets.
      * Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
      * Assists with activities to triage and escalate any system or network outage to reduce downtime.- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
      - Experience troubleshooting integrated and interdependent computer systems
      - Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
      - Experience in a dynamic environment with a high degree of customer service

      Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
  • About the company

      Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.