COMPLETE Techinical Customer Service Associate - Istanbul

Job Description

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon’s cloud product line, referred as Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. AWS is looking for an experienced and qualified personnel to join its Customer Service team in Istanbul, Turkey focusing on Amazon’s AWS.
AWS Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. We also help with account and billing related inquiries, and interface with Amazon teams focusing on AWS to provide the perspective of the Voice of the Customer.
As an AWS Customer Support Associate, you'll handle incoming customer contacts through email, phone and/or chat and assist the customers with their billing and account issues. While you will not be expected to provide technical support, you will liaise with the internal tech team to troubleshoot billing and account issues that are closely tied with technical inquiries. You will work with exceptionally driven, customer-obsessed customer service associates and leadership. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.



Key job responsibilities
In addition, your responsibilities will include, but will not be limited to, the following:

o Providing prompt, efficient, detailed, customer-oriented service to AWS customers.
o Working with other customer support teams to ensure a consistent and high-quality level of support.
o Being a voice and advocate for our customers when something doesn’t feel right.
o Help drive and implement projects that improve support-related processes.
o Working with customers to understand how they use AWS services, and providing valuable feedback to business and development teams.
o Acting as an advocate for our customer, reporting and acting on observed areas for improvement.
o Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
o Assisting with customer communication during Amazon’s AWS critical launches and support events.
o Assuming a certain degree of responsibility for developing detailed knowledge about specific product lines and features.
o Making sure internal knowledge reference pages are updated.
o Supporting the customers to understand how they are using our services, and providing feedback to business and development teams.



About the team
Inclusive Team Culture

Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

Work/Life Balance

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

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

Istanbul, TUR

Basic Qualifications:

• 1+ years of experience working directly with customers to resolve issues
• Ability to summarize technical customer issues into notes that are readable by other stakeholders (you can paraphrase a complex issue while writing for comprehension).
• Native in Turkish (written and verbal) with having Turkish nationality.
• Proficient in English and Turkey (written and verbal).
• Experience of working in a team setting.
• Proficiency in MS Office, with an emphasis on Excel.
• Familiarity with Web Technologies and the Internet.

Preferred Qualifications:

• Account and billing inquiries handling experience.
• Experience in Technical Support.
• A drive to dig into the details of a system or process to solve customer problems.
• Some college experience in a technical field.
• Excitement to learn new technologies and help customers succeed.
• Excellent oral and written communication skills.
• Proven success in a fast-paced support environment.