Technical Care Associate[FR], Amazon Leo Customer Support

Amazon Leo is Amazon's low Earth orbit satellite network. Our mission is to deliver fast, reliable broadband connectivity to customers beyond the reach of existing networks. From households to small businesses, schools, hospitals, and government agencies, Amazon Leo will serve communities and organizations operating in places without dependable internet access.

At Amazon Leo, our Technical Care Associates (TCA) deliver timely, accurate, and professional general and technical support to all Leo customers. The Amazon Leo Customer Support (CS) team is looking for driven individuals who are up to the challenge of solving customer issues while providing positive customer experience. TCA are technically savvy problem-solvers with a focus on customer account security.

An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally, with maturity and self-confidence.

Key job responsibilities

Receive and manage customer escalations from Tier 1 support, delivering timely and effective resolutions across phone, email, and chat channels.

• Offer detailed technical support with clear and professional communication
• Collaborate with other customer support teams to resolve complex issues
• Document steps and resolutions in a clear, easy-to-follow format
• Identify trends in customer issues and propose improvements to support processes
• Help create knowledge base articles and team documentation
• Stay current on new Amazon Leo products and features

Export Control Requirements:

Due to applicable export control laws and regulations, candidates must be a U.S. citizen or national, U.S. permanent resident (i.e., current Green Card holder), or lawfully admitted into the U.S. as a refugee or granted asylum.

A day in the life

• As a Tier 2 TCA, you'll be at the heart of our global connectivity mission. Your day will be dynamic, and purpose driven. You'll engage with customers, troubleshoot intricate technical issues, and collaborate with leadership and cross-functional teams to ensure seamless service delivery. Each interaction is an opportunity to make a tangible difference in someone's ability to connect, learn, and grow.

About the team

Amazon Leo Global Operations is part of the Worldwide Consumer team. Our mission is to plan, develop and execute strategies to launch and operate Amazon Leo services globally through multiple distribution channels. Our team fosters a collaborative environment where you will work with regional and local operations to develop business models, partnerships, and fixed service operations.

• Basic Qualifications
• 2+ years of customer service experience
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience with Microsoft Office products and applications
• High school diploma or equivalent

Preferred Qualifications

• Experience web technologies and the internet
• Experience working with customers with a passion for delivering exceptional service, or experience troubleshooting and debugging technical systems and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience communicating complex business concepts in verbal and written form
• Experience working in a fast-paced work environment
• Speak, write, and read fluently in English
• Equal Opportunity
• Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
• 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.
• The starting pay for this position is listed below. Final starting pay will be based on factors including experience, qualifications, and location. Starting Day 1 of employment, Amazon offers EAP, Mental Health Support, Medical Advice Line, 401(k) matching. Learn more about our benefits at https://hiring.amazon.com/why-amazon/benefits.
• USA, FL, Virtual Location - Florida - 19.13 - 27.21 USD hourly
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• USA, LA, Virtual Location - Louisiana - 17.21 - 24.51 USD hourly
• USA, PA, Virtual Location-Pennsylvania - 19.13 - 27.21 USD hourly
• USA, TX, Virtual Location - Texas - 19.13 - 27.21 USD hourly
• USA, VA, Virtual Location - Virginia - 19.13 - 27.21 USD hourly