Key job responsibilities
Receive and manage customer escalations from Tier 1 support, delivering timely and effective resolutions across phone, email, and chat channels.
Offer detailed technical support with clear and professional communication
Collaborate with other customer support teams to resolve complex issues
Document steps and resolutions in a clear, easy-to-follow format
Identify trends in customer issues and propose improvements to support processes
Help create knowledge base articles and team documentation
Stay current on new Amazon Leo products and features
A day in the life
As a Tier 2 Technical Support Associate, you'll be at the heart of our global connectivity mission. Your day will be dynamic, and purpose driven. You'll engage with customers, troubleshoot intricate technical issues, and collaborate with leadership and cross-functional teams to ensure seamless service delivery. Each interaction is an opportunity to make a tangible difference in someone's ability to connect, learn, and grow.
About the team
Amazon Leo Global Operations is part of the Worldwide Consumer team. Our mission is to plan, develop and execute strategies to launch and operate Amazon Leo services globally through multiple distribution channels. Our team fosters a collaborative environment where you will work with regional and local operations to develop business models, partnerships, and fixed service operations.
High school diploma, or equivalent
Experience using strong customer service, communication, and interpersonal skills
Experience communicating technical details verbally and in writing
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint)
Speak, write, and read fluently in German
Understanding of internet technologies and ability to demonstrate knowledge by completing a required technical assessment
Strong problem-solving skills with a drive to dig into the details of systems and processes to resolve customer issues
Excellent communication skills and ability to convey insights from complex analyses to internal and end customers
Technical curiosity and enthusiasm for learning new technologies and helping customers succeed
Experience working in a fast-paced, rapidly changing operations environment
Experience in direct to consumer or business ISP and/or Satellite technical support
Experience working directly with end customers to resolve technical issues related to internet service, network connectivity, or end customer equipment
Fluency in multiple languages is a plus
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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.
