AWS CS Team Manager Job Vacancy in ADCI – Karnataka Bengaluru, Karnataka – Updated today
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Company Name : ADCI – Karnataka
Location : Bengaluru, Karnataka
Position :
Job Description : Strong fluency with Web Technologies and the Internet
Experience taking ownership and driving resolution on escalated customer issues
Ability to summarize technical information and guidance into training and reference material that is used by large numbers of contact center agents
Ability to work weekends and/or evenings.
Bachelor’s degree, MBA is a plus
3 plus years’ experience with Customer service would be an added advantage
7-9 years of overall experience and 3-5 years of supervisory exposure in managing a team size of 10-20 associates.
Advanced computer skills using a variety of programs highly desired
Applicant needs to be in People Management role
Job summary
Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon’s cloud product line, referred as Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies.
Amazon Development Centre (India) Private limited (‘ADCI’), is looking for an experienced and qualified personnel to join its Customer Service team in India focusing on Amazon’s AWS business – referred as AWS Customer Service teams. As a member of the AWS Customer Service team, employed with and working for ADCI, you will be at the forefront of this transformational technology supporting and assisting a global list of customers that are taking advantage of a growing set of services and features to run their mission-critical applications on the AWS Cloud.
AWS Customer Service, within ADCI, provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon S3 and Amazon EC2. AWS Customer Service team helps AWS customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. This team also helps with account and billing related inquiries, and interface with Amazon teams focusing on AWS to provide the perspective of the Voice of the Customer.
Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family? Does the idea of launching a load balanced java application in Singapore from your laptop in Seattle make you smile?
As an AWS CS Team manager within ADCI, you are responsible for ensuring that front line Tech Customer Service Associates (TCSAs) are setup for success. You will provide coaching and training as need to help the TCSAs meet their performance metrics. You will field the customer e-mail and phone contacts and interface with other AWS groups to drive resolution on issues that cannot be solved by your immediate team. You will be the Subject Matter Expert that TCSAs look to for advice and guidance on best practices in AWS Customer Service of ADCI. You will work with exceptionally driven, customer focused Associates and Premium Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
In addition, your responsibilities will include, but will not be limited to, the following:
Owning escalated customer contacts and leading the effort to satisfactorily resolve them
Performing deep dive analysis on selected customer contacts to gather lessons learned, then use that information to update internal reference materials and processes
Providing prompt, efficient, detailed, customer-oriented service to Amazon’s AWS customers
Working with other customer support teams to ensure a consistent and high-quality level of support
Driving projects that improve support-related processes
Supporting customers to understand how they use AWS services, and providing valuable feedback to business and development teams
Acting as an advocate for our customer, reporting and acting on observed areas for improvement
Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
Assisting with customer communication during Amazon’s AWS critical launches and support events
Assuming responsibility for developing detailed knowledge about specific product lines and features
Making sure internal knowledge reference pages are updated
Ensuring the front line Tech CSAs, within ADCI are adequately trained at all times
AWS Customer Support team is offering an option to operate virtually from Karnataka, Telangana, Maharashtra and Tamil Nadu. Employees based at Bangalore also have an option of Hybrid work model and can choose ‘work days from office buildings’ based on discussions with their manager.
Experience in Technical Support
Experience in customer service management
A drive to dig into the details of a system or process to solve customer problems
Some college experience in a technical field
Excellent oral and written communication skills
Experience building or hosting a website
Known as the go-to person in your family for technology related questions
Strong technical support ability and aptitude in a distributed computing environment which also includes supporting end user desktop applications and tools
Experience in Kaizen
This post is listed Under Web Development
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