Technical Support Specialist

We are looking for a Support Specialist to embed full time with Amazon’s corporate security team. The support specialist will join a global team of help desk professionals who are collectively responsible for responding to reported security device issues from c. 500 corporate locations across the globe as well as supporting AWS data center physical security.
You will be responsible for the intake of reported security device issues, programming requests, triage of those requests, execution of response run books, and engagement of partner teams where necessary. You will also serve as the primary customer point of contact on all incoming requests and will be responsible for any follow-up communications.
The global team provides round-the-clock coverage on a follow-the-sun model, so you’ll be working closely with colleagues across the world to provide internal customer support. The Singapore-based team will focus on support to east Asian markets, so we are looking for candidates with Chinese and Japanese language skills and cultural understanding.
Location:
This is an office-based role located with Amazon’s corporate office in Singapore.
Employment Status:
Full time, permanent contract. 44 hours PW (no expectation of unpaid overtime). Early morning and afternoon shift pattern, including some weekends.
Salary and benefits:
Multiple roles available with starting salary SGD 55,000 – 90,000 per annum depending on experience. Bonus available.
Key Responsibilities
Attend owner-provided training on internal tools, software systems, basic hardware architecture, and terminology. Maintain functional-level knowledge of these tools and attend refresher training as needed.
Communicate with customers, stakeholders and team members using internal calling tools, email, internal instant messaging tools, and live chat. Utilize response templates to ensure communications are consistent and within guidelines.
Review incoming service requests from any of our hundreds of global corporate office locations.
Using pre-defined run books and response templates, engage with customers through the corporate device ticketing system.
Document work through ticketing systems and resolve issues according to service level agreements
Execute pre-defined run books to help drive requests to resolution. This may include engaging internal and external teams, dispatching service providers, monitoring and adjusting settings in corporate security software systems, and escalating issues when necessary.
Use sound judgement when making decisions on next steps that may not be defined by pre-defined run books.
Engage Tier 3 support when the resolution cannot be reached with the existing run book process and gained experience.
Suggest process improvements, which will have positive impact on the Help Desk team way of working and / or customer satisfaction.
Contribute to process improvement. Document and raise awareness when procedures are missing, outdated, or unclear.
Identify and address recurring issues for sustainable solutions.
Show bias for action and take ownership without requiring leadership involvement.
Work collaboratively as a team player while maintaining high security standards.
Ability to execute tasks effectively to satisfy all stakeholders.
Minimum Qualifications
Professional level competency in written and spoken English
Hands-on experience troubleshooting technical systems (i.e., Microsoft Windows, CCTV, IP addresses etc.)
Functional understanding of networking, networking protocols, and the ability to apply that knowledge to troubleshoot issues
Proficiency with Microsoft Office tools including Outlook, Word, and Excel
Ability to speak, read, and write English with a high degree of proficiency
Prior customer service experience in a technical role i.e., IT.
Preferred Qualifications
Conversational level competency in Japanese.
Conversational level competency in Korean
Conversational level competency in Tagalog
Experience on a customer service response team, ideally in a technical role (i.e., IT)
Education
Minimum of high school or equivalent education (essential)
Degree in a technical or IT discipline (highly desirable)
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer.
Travel to office.
We are an equal opportunities employer and welcome applications from all candidates.
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