Virtual Technical Support (VTS) – Pune, India

Job description

DESCRIPTION

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.
Job Description
Technical Support Associate- VCS- IND:
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 anddepartment 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 afast-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