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An Amazon Technical Support Associate is a critical part of our mission to deliver timely accurate and professional Technical Support to all Amazon customers. This vital position requires an action-oriented flexible problem-solver who will assist customers in resolving customers’ queries related to various Amazon products and content in a timely and accurate manner. Associates communicate with customers primarily through email chat and phone and utilize a variety of software tools to navigate customer accounts research and review policies and communicate effective solutions in a fun and fast-paced environment.

Job Description

Technical Support Associate- VCS- IND:

Virtual Technical Support (VTS) – It is a
‘Work from Home model for India D2 VTS which deals with Devices & Digital content. VTS associates are expected to work from a home location approved by Amazon for all scheduled hours. It is the responsibility of the associates to ensure uninterrupted internet connectivity and a ‘work-like’ environment at the home location so that associates can deliver their best in terms of productivity and quality.

Knowledge & Skills Required

Desired skills:

• Action-oriented self-disciplined and organized
• Effective time management skills and ability to prioritize work time to ensure productivity and department standards
• Ability to communicate clearly with both internal and external customers
• Good comprehension skills – ability to clearly understand and address customer issues appropriately
• Good composition skills – ability to compose grammatically correct concise and accurate written responses
• Ability to use a desktop/Laptop computer system Familiarity with Windows 7 Microsoft Outlook and Internet Explorer
• Good typing skills
• Well-versed with different features of smart devices and application
• Knowledge about Amazon Devices & Digital content
• Should be flexible to work in shifts

Preferred Criteria:

• Should be a self-driven motivated and task-driven individual who can learn fast and operate with minimal support from the Manager and Lead.
• Should ensure uninterrupted internet connectivity during working shift to ensure maximum productivity
• Should ensure a ‘Work-like’ environment with no disturbance during work hours.

The ideal candidates will be comfortable in a fast-paced multi-tasked high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

Customer Focus:

• Excellent Technical Support skills including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathize with and prioritize customer needs
• Demonstrates interpersonal skills with a diverse customer base
• Demonstrates conflict resolution negotiation and de-escalation skills
• Demonstrates ownership to resolve challenging customer issues escalating when necessary
• Ability to determine customer needs and provide appropriate solutions
• Maintain regular and reliable attendance including the daily schedule as assigned
• Flexible with the working schedule; may be expected to work weekends holidays and events
• Ability to work overtime as required by business – as much as 60 hours a week most often occurring in the weeks surrounding the Christmas holiday season

Problem Solving Skills:

• Effective problem-solving skills including decision making time management and immediate prioritization of tasks as assigned
• Ability to approach problems logically and rationally
• Action-oriented and self-disciplined
• Organized and detail-oriented
• Ability to quickly and effectively prioritize work time in various departments to meet the business needs
• Ability to maintain composure in highly escalated situations.