ADC Technical Customer Service Specialist , Amazon Dedicate Cloud (ADC) Customer Service

About the role

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.

Responsibilities

• Engage with USG and Enterprise customers, providing training, support and analysis.
• Work with Enterprise customers to understand how they use AWS account and billing services, and provide valuable feedback.
• Perform deep dive analysis on USG / Enterprise customer accounts and billing statements.
• Educate customers on reporting options, alerts and budgets.
• Provide prompt, efficient, detailed, customer-oriented service to Enterprise customers.
• Work with customer support peers around the globe to ensure a consistent and high-quality level of support.
• Act as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Assist with Enterprise customer communication during AWS critical launches and support events.
• Assume responsibility for developing detailed knowledge about AWS specific product and features.
• Work with AWS teams to drive resolution of issues for customers.
• Maintain internal knowledge reference pages.

Requirements

The candidate must be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph. The candidate must also opt into a commensurate clearance for each government agency for which they perform AWS work.

Qualifications

• Associate's degree or above, or A+ or Network+ or Security+
• Current, active US Government Security Clearance of TS/SCI with Polygraph
• Experience in leadership or account management positions
• Experience troubleshooting and debugging technical systems, or experience working with customers with a passion for delivering exceptional service and experience
• Strong analytical skills, attention to detail, and effective communication abilities
• Proven success in a fast-paced support environment
• Demonstrated success driving cross-functional deliverables
• Strong fluency with Web Technologies and the Internet
• Understanding of cloud-based compute and storage concepts