IT Services Support Associate I, IT Services Large Email Monitoring

IT Support Associate

Amazon's IT Services is the first point of contact for technical support service requests. Our IT Support Associate 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 Associate will be customer focused and motivated by team success. You will be innovative, enthusiastic, 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.

Our support operations are open 24/7. Being able to work an assigned schedule that falls within our operating hours is required and expected. Available shifts may include, afternoons and evenings, and nights. Typically, they include one or both weekend days and schedules are subject to change.

Key job responsibilities:

• Review written communications to ensure adherence to policy and ensures messages are received in a timely manner
• Research, review, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards
• Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely
• Informs customer of needed remedies and answers basic questions
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management system
• Acquire and maintain current knowledge of relevant company policies in order to facilitate communications
• Willingness to work flexible shifts and scheduling, including nights, weekends, and holidays
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns

About the team:

This team alleviates the burden of list management, supports new hire onboarding and customers during the transition to a fully automated solution. Trained on Amazon policies, the team manually reviews contacts to approve or reject, 24 hours a day, 7 days a week.