Advanced Technician, D2AS, D2AS

2 weeks ago


Cebu City, Central Visayas, Philippines Amazon Full time

Job ID: | Amazon Operation Services Philippines, Inc.

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.

Posted: March 25, 2024 (Updated about 13 hours ago)

Posted: March 25, 2024 (Updated about 14 hours ago)

Posted: May 3, 2024 (Updated about 18 hours ago)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

#J-18808-Ljbffr

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