Virtual Technical Support Associate – Hyderabad, India

Job description

DESCRIPTION

Virtual Technical Support-VTS-India

An Amazon Technical Support Associate is a critical part of our mission to deliver timely, accurate and professional Technical Support to all Amazon customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in resolving customers queries related to various Amazon products and content, in a timely and accurate manner. Associates communicate with customers primarily through email, chat and phone and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.
Are you curious about new platforms and technologies and have a desire to deliver world-class customer service? Are you excited by the idea of owning a problem and innovating on behalf of customers? Can you deal with ambiguity and keep up with the pace of a company whose cycles are measured in weeks, not years?
Amazon introduced the first Kindle in 2007 — at that time, it offered 90,000 eBooks and sold out 5.5 hours after the announcement. Since then, we have expanded to become the best-selling e-reader family in the world. We have gone beyond Kindle with our powerhouse Fire tablets, built for work and play with our Fire operating system. For streaming media lovers, we have created Amazon Fire TV, Fire TV Stick, and Fire TV Edition with voice search. Fire TV devices come with access to 500,000 movies, TV shows, and tens of thousands of channels, and apps. In 2014, we introduced Amazon Echo and Alexa , the voice service that powers Echo and other devices so customers can play music, control their smart homes, and get information, news, weather, and more using just their voice. Alexa is now integrated with over 20,000 third party devices from 3,500 brands. Alexa has 50,000 skills and developers in 180 countries. Want to know more, join our team!

Job Description
Technical Support Associate- VTS- India:
Virtual Technical Support (VTS) - It is a ‘Work from Home' model for India D2 VTS which deals with Devices & Digital content. VTS associates are expected to work from a home location approved by Amazon for all scheduled hours. It is the responsibility of the associates to ensure uninterrupted internet connectivity and ‘work-like' environment at home location so that associates can deliver their best in terms of productivity and quality.
Knowledge & Skills Required Desired skills:
·  Action oriented, self-disciplined and organized
·  Effective time management skills and ability to prioritize work time to ensure productivity and department standards
·  Ability to communicate clearly with both internal and external customers
·  Good comprehension skills - ability to clearly understand and address customer issues appropriately
·  Good composition skills - ability to compose grammatically correct, concise, and accurate written responses
·  Ability to use a desktop/Laptop computer system, Familiarity with Windows 7, Microsoft Outlook, and Internet Explorer
·  Good typing skills
·  Well versed with different features of smart devices and application
·  Knowledge about Amazon Devices & Digital content
·  Should be flexible to work in shifts
Preferred Criteria:
·  Should be self-driven, motivated and task driven individual who can learn fast and operate with minimal support from Manager and Lead.
·  Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum productivity
·  Should ensure ‘Work-like' environment with no disturbance during the work hours.
The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.
Customer Focus:
·  Excellent Technical Support skills, including maintaining focus on the customer issue in a fast-paced environment
·  Ability to empathize with and prioritize customer needs
·  Demonstrates interpersonal skills with a diverse customer base
·  Demonstrates conflict resolution, negotiation, and de-escalation skills
·  Demonstrates ownership to resolve challenging customer issues, escalating when necessary
·  Ability to determine customer needs and provide appropriate solutions
·  Maintain regular and reliable attendance, including the daily schedule as assigned
·  Flexible with the working schedule; may be expected to work weekends, holidays and events
·  Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season Problem Solving Skills:
·  Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
·  Ability to approach problems logically and rationally
·  Action oriented and self-disciplined
·  Organized and detail-oriented
·  Ability to quickly and effectively prioritize work time in various departments to meet business need
·  Ability to maintain composure in highly escalated situations

Desired profile

BASIC QUALIFICATIONS

Qualifications required