IT Support Assoc I (VOTS)[DE]

Description

Amazon's IT Support is the first point of contact for technical support service requests. Our IT Support Associate I spends their day receiving incoming chats, calls, and online requests from Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Associate I 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 dedicated, flexible, and have demonstrated the ability to maintain high levels of productivity while providing high-quality support. German/English Virtual Operations Tech Support is currently open from 04:00 to 16:00 UTC. Being able to work an assigned schedule that falls within our operating hours is required and expected. Shifts are available during the day, afternoons, evenings and weekends. Typically, they include by rotation one or both weekend days and schedules are subject to change. Based upon business need, there may be working overtime requests.

Support will be provided both in German and English. This position can be filled either in Bucharest/Romania or Cape Town/South Africa.

Key job responsibilities

• Provide basic technical support to Amazon 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 organizational standards.
• Diagnose and troubleshoots end user computing problems including analysis of the problem, identification of appropriate resources, testing of proposed fixes and follow-ups to ensure the problem has been resolved.
• Create and submit 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 the work completed.
• Follow all standard operating procedures (SOP) through the effective use of knowledge management.
• Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
• Assist with activities to triage and escalate any system or network outage to reduce downtime.

A day in the life

As an IT Support Associate I, 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

Virtual Operations Tech Support (formerly known as First Responders Support Team) emerged as a pilot team in VCS on May 15th, 2016 with customer support based in the United States. Over time, the team proved to be a successful model and with that came a demand to offer support to other VCS sites around the world. VOTS gladly accepted the challenge and responded by launching a team in Costa Rica in August 2016. We provide virtual support to our customers in the United States, Latin America (Brazil, Costa Rica, Columbia & Mexico), Romania, Poland, South Africa, India, and Japan.

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF

Basic Qualifications

• Must read, write, and speak fluently in German and English
• Basic experience in Windows, Mac OS environments and/or Linux
• Able to apply critical thinking to determine next steps needed to resolve contacts.
• Ability to empathize with and priorities internal customer needs.
• Able to adapt to fast paced environment.
• Adherence to shift schedules and timeliness are key requirements
• Willingness to work flexible shifts and scheduling, weekends, and holidays

Preferred Qualifications

• Must read, write, and speak fluently in German and English
• Bachelors degree in Computer science, IT related field or related experience equivalent
• Experience with networking hardware including switches/routers/firewalls
• Experience in Windows, Mac OS environments and/or Linux
• Ability to troubleshoot and repair PC Hardware
• Strong verbal skills proven ability to communicate with technical and non-technical staff
• Ability to work both independently and within a team environment
• Display a commitment to quality and strong multi-tasking skills
• Adherence to shift schedules and timeliness are key requirements
• Be able to effectively create trouble tickets that are clear and concise to the issue and resolution.
• Strong verbal and written communication skills.
• Strong soft skills to deal with customers connectivity issues.
• Able to adapt to fast paced environment.
• Adherence to shift schedules and timeliness are key requirements
• Willingness to work flexible shifts and scheduling, weekends, and holidays

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Company - Amazon Development Centre (South Africa) (Proprietary) Limited

Job ID: A2403180