TCSS II, Amazon Dedicated Cloud (ADC) Customer Service
DESCRIPTION
Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?
AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.
As an AWS Customer Success Representative, you'll engage with US Government (USG), and enterprise customers, providing training, support and analysis. You will work with the other members of the AWS Enterprise team including Technical Account managers (TAM’s), Sales and Solution Architects. You will be the Subject Matter Experts on Enterprise Account and Billing issues. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.
In addition, your responsibilities will include, but will not be limited to, the following:
- Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
- Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
- Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
- Educate customers on reporting options, alerts and budgets.
- Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
- Working with customer support peers around the globe to ensure a consistent and high-quality level of support
- Driving projects that improve customer interactions with AWS account and billing information
- Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Assisting with Enterprise customer communication during AWS critical launches and support events
- Assuming responsibility for developing detailed knowledge about AWS specific product and features
- Work with AWS teams to drive resolution of issues for customers
- Making sure internal knowledge reference pages are updated
This position requires that the candidate selected must currently possess and maintain an active TS/SCI security clearance with polygraph. The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.
About the team
About AWS
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
BASIC QUALIFICATIONS
- Associate Degree OR A+ or Network+ or Security+
- 3+ year experience in Customer Service and/or Account Management working with high-profile customers
- 3+ year of advanced Excel (pivot tables, vlookup and other formulas)
- Current, active US Government Security Clearance of TS/SCI with Polygraph
PREFERRED QUALIFICATIONS
- Experience in leadership and/or account management positions
- A drive to dig into the details of a system or process to solve customer problems
- Proven success in a fast paced support environment
- Demonstrated success driving cross-functional deliverables
- SQL and/or other relational database experience
- Strong fluency with Web Technologies and the Internet
- Understanding of cloud based compute and storage concepts
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $46,600/year in our lowest geographic market up to $104,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.