We are looking for a Tier 1 Support Specialist to join a Global Security Technology Help Desk team for Amazon. The support specialist will join a global team of technical support specialist professionals who are collectively responsible for responding to reported security device issues from c. 600 corporate locations across the globe. You will be responsible for the intake of reported security device issues, programming requests, triage of those requests, execution of response run books, and engagement of partner teams where necessary.
You will also serve as the primary customer point of contact on all incoming requests and will be responsible for any follow-up communications. You will also have opportunities to implement current software and AI automations.
Location: This role is required to be in-office a minimum of 5 days per week (Bangalore)
Compensation: INR 8 + Lakh
Key Responsibilities
Communicate with customers, stakeholders and team members using phone, email, internal instant messaging tools, and live chat. Ensure communications are consistent and within guidelines.
Review incoming service requests from any of our hundreds of global corporate office locations.
Using pre-defined run books and response templates, engage with customers through the corporate device ticketing system.
Perform limited, view-only queries into the corporate security management software to verify and triage device outages.
Collect information needed to make key decisions on next steps to resolve reported issues
Engage Tier II service specialists who are responsible for completing the run books, dispatching external partners for in office repairs, and executing programming updates as needed.
Help launch current automation initiatives by leveraging software and AI tools.
Qualifications
Basic computer skills, including proficiency with Microsoft Office tools including Outlook, Word, and Excel
Ability to speak, read, and write English with a high degree of proficiency
Minimum of high school or equivalent education
Customer service experience
Free access to the labour market
Preferred Qualifications
Prior customer service experience in a technical role (i.e., IT).
Software development skills or experience with AI implementation.