• 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.• Being a voice and advocate for our customers when something doesn’t feel right.• Driving projects that improve support-related processes.• Working with 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.• Driving projects that improve support-related processes.• Working with customer support teams to ensure a consistent and high-quality level of support.• Supporting the customers to understand how they are using our services, and providing feedback to business and development teams.

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.  • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.• Maintain basic knowledge of client products and/or services.• Prepare complete and accurate work including appropriately notating accounts as required.• Participate in activities designed to improve customer satisfaction and business performance.• Offer additional products and/or services. • Track, document and retrieve information in chat/call tracking database.   • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.

• Attending training sessions to grow knowledge of products and to develop customer service skills.• Resolving customer inquiries by handling incoming phone calls from the customers.• Processing and logging incoming calls into the CRM system.• Identifying customer needs.• Troubleshooting customer's issues.• Forwarding and escalating inquiries to relevant individuals and departments.• Contacting customers to give them accurate feedback on the progress of their inquiries.• Providing outstanding customer service.• Updating customer information as required.• Maintaining confidentiality of information.• Performing other duties as the need arises.