Customer Support

• Be the expert on Amazon Web Services (AWS) billing enquiries (become the subject matter expert)
• Analyze customer billing lines with the help of the provided engineering tools and point out any discrepancies or red flags to the engineering team responsible for the pipeline
• Respond with a sense of urgency to escalated customer support issues, including working with Cloud vendors if issues arise
• Inform the team of all new information related to products, procedures, and trends
• Triage, troubleshoot, and provide resolution for customer support requests
• Prioritize and manage several open issues at one time
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue.
• Ensure the appropriate Account Management team members and the Product Support teams are informed of any impacting issues the customer is experiencing
• Ensure all issues are properly logged
• Identify common problems and create knowledge base articles, FAQs, and videos based on these insights
• Work with our technical writing team to enhance existing product documentation and help with the creation of new feature documentation based on technical specifications and collaboration with engineers
• Maintain jovial relationships with clients
• Minimal On-call may be required, and if so will be compensated for

AWS Product Support Specialist, Billing Specialist

Customer Support Specialist

Customer Service Representative

Senior Customer Support/Sales Specialist

Customer Service Specialist

Senior Customer Service Delivery Manager