Executive Customer Relations Specialist II, AWS Customer Service

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

The AWS Customer Service team provides support to a wide range of external customers helping them understand the benefits and capabilities of the AWS’s Cloud Computing Services. This team focuses on handling the highest level of customer escalations, those that have been escalated to Amazon or AWS leadership and executives. We assist customers with account and billing related inquiries and interface with internal Amazon organizations to provide the perspective of the Voice of the Customer and resolve long-term defects.

As an AWS CS Executive Customer Relations Specialist II, you will be responsible for several workflows, employing critical thinking to resolve highly complex contacts that come from executives, Amazon and AWS leadership, and front-line teams. To solve these complex issues, diving deep is essential to determine the root cause of customer problems, existing policies, communication between internal teams, and more. ECR also acts as a bridge between CS and Non-CS teams, meaning you will have in-depth knowledge in a multitude of services and tools available to internal and external customers. You will assist other departments in efficiently solving high impact, time dependent problems.

Key job responsibilities
• Provide outstanding customer service to address billing, account access and authentication inquires, as well as general resource management while keeping customer data safe.
• Efficiently navigate an ambiguous space when resolutions for issues are unclear or do not exist yet
• Identify root-causes of customer issues, areas for improvement and provide valuable feedback to business and development teams
• Build strong relationships and communicate effectively with internal and external stakeholders
• Assist with customer communication during AWS critical launches and support events
• Assume responsibility for developing and updating detailed knowledge of internal reference pages
• Possess strong relationship-building skills to help influence peers and internal teams
• Ability to effectively work independently
• Write summaries of complex, ongoing customer issues for executives and CS leadership
• Must be able to work weekends and evenings


About the team
About AWS

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

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