Description

D2AS Advanced Technician raise the bar in four categories: experienced troubleshooters, experienced in handling challenging customers/situations, critical thinkers in looking for solutions, and resourcefulness in working with Amazon devices and digital products. Advanced Technicians obsess over solving a customer’s technical issue through any channel and feel comfortable dealing with undocumented and technically-advanced customer issues. Additionally, Advanced Technicians are excited about helping Customer Care associates expand their troubleshooting abilities and handle escalated contacts. If you enjoy problem-solving, love new technologies, want to help improve associates’ technical skills and can do this always with a friendly tone, this is the job for you.

Responsibilities

• Provide contact support to Tier 1 (L2) associates

• Handle Tier 2: technically complex or undocumented contacts (Transfers from Tier 1)

• Support Tier 1 associates with Concession Exceptions and Escalations (Peer-to-Peer functions)

• Identify contact drivers and potential recurring issues, and create the link between Operations, and the Escalation and Ticketing teams

• Perform reach outs for Negative Reviews

Knowledge & Skills Required

Technical Aptitude:

• Proven experience with multiple Amazon’s Devices and Digital Services

• Working knowledge of Wi-Fi technologies (Devices / Connectivity / Types)

• Working knowledge of all kinds of mobile and computer OS ( Mac / iOS / Windows )

• Ability to translate complex technical information / instructions into a simple language that would ensure seamless troubleshooting

• Familiarity with Microsoft Windows, Microsoft Outlook, and Internet Explorer

• Ambassador duties for D2 Lab when requested.

Customer Focus:

• Proven experience in effective customer handling

• Ability to empathize with and prioritize customer needs

• Demonstrable interpersonal skills

• Demonstrable conflict resolution and negotiating skills

• Ability to determine customer needs and provide appropriate solutions

• Flexible with the working schedule; may be expected to work weekends, holidays and events

• Ability to work overtime as required by business

Problem Solving Skills:

• Ability to create new approach to solve customer concerns/issues

• Ability to seek for answers in undocumented cases

• Ability to approach problems logically

• Ability to demonstrate learning and decision-making skills

• Action oriented and self-disciplined

• Ability to effectively prioritize work time to ensure productivity and department standards for time spent

• Comfortable in a multi-tasking, high-energy environment

Communication Skills:

• English language proficiency (written and verbal), ability to communicate correctly and clearly with both internal and external customers

• Ability to clearly understand and state the issues customers present

• Ability to compose a grammatically correct, concise, and accurate written response

• Can be flexible in working with teams or independently

• Ability to maintain composure in highly escalated situations

Key job responsibilities

• Provide contact support to Tier 1 (L2) associates

• Handle Tier 2: technically complex or undocumented contacts (Transfers from Tier 1)

• Support Tier 1 associates with Concession Exceptions and Escalations (Peer-to-Peer functions)

• Identify contact drivers and potential recurring issues, and create the link between Operations, and the Escalation and Ticketing teams

• Perform reach outs for Negative Reviews

• Provide account and application support to customers, specifically with regards to software functionality and troubleshooting of system configurations and network settings.

• Provide prompt, efficient, detailed, customer-oriented service to Amazon customers.

• Act as an advocate for our customer, reporting and acting on observed areas for improvement, including feedback to ensure internal pages are updated

• Provide real-time peer to peer support to L2 D2AS Associates

• Resolve contacts in which customer requests an escalation

• Assume responsibility for developing detailed knowledge about specific product lines and features.

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

Cebu, PHL

Basic Qualifications

• Must be a regular blue badge employee with at least 6 months tenure in CS.

• Must have MET Month on Month (MoM) goals of all agreed D2AS KPIs in Q1 2024.

• Applicant must be in Good Standing from the release of this job posting, and should not be on Development Plan or LE in the last 6 months.

Preferred Qualifications

• Working knowledge of hands-on troubleshooting, and must be able to navigate the internet.

• English language proficiency (written and verbal).

• Experience supporting Amazon Devices and Digital Services.

• 3+ months of experience as an Acting Advanced Technician.

• 1+ year of relevant customer service experience.

• Actively involved in process improvement and other initiatives.

• Ability to work during site hours and extra time upon request.

• Experience assisting peers will be necessary as a component of the role is Peer to Peer contacts.

• Ability to demonstrate Customer Obsession, Ownership, Insist on the Highest Standards, and Deliver Results.