IT Services Support Specialist, IT Services - Remote Eligible

IT Support Technician

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 employees worldwide.

Candidates who are successful will be required to work on a rotational schedule. This include weekend schedules. The successful IT Support Technician will be customer focused and motivated by team success. You will be innovative 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. This position is remote by design, and this can change as per business requirements. You will be required to live commuting distance from Bucharest to attend weekly meetings and office days.

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.
• Diagnoses 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.
• Follows all standard operating procedures (SOP) through the effective use of Knowledge management.
• Manages a case count between 15-25 tickets.
• Manages concurrent support conversation.
• Acquires and maintains 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.

A day in the life:

As an IT Support Associate II, you will use your skills to support employees in resolving technical problems within Amazon across a multitude of technical disciplines. Amazon has a collaborative, purposeful and enthusiastic environment where we "Work Hard, Have Fun, Make History." On a typical day associates might dive deep into understanding the root cause of a customer issue and consult with senior engineers at Amazon. We believe in making technical support as painless as possible. To achieve this, we implement Operational Excellence best practices and strive to automate manual processes.

About the team:

We're proactive problem-solvers. We're here to solve everyday tech challenges and remove stumbling blocks. At a higher level, we analyze complex processes and continuously strive for smarter ways to design, manage, and optimize. In short, we keep the tech side running smoothly so that Amazonians can get down to business.