아마존웹서비스(AWS) · Financial Customer Support Specialist

DESCRIPTION

Job summary
Amazon Web Services provides companies of all sizes with an infrastructure platform in the cloud and we are growing team to help more companies make the move to AWS. If you are passionate about cloud technologies, AWS could be the right fit for your next career move. AWS offers an innovative environment driven by outstanding leadership where an eager candidate can advance through a learning and earning path.
AWS Customer Service 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. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. We also help with account and billing related inquiries, and interface with Amazon teams focusing on AWS to provide the perspective of the Voice of the Customer.
As a Financial Customer Support Specialist, you’ll engage with AWS customers, providing support and analysis for their billing and account issues. You will work with the other members of AWS teams including Technical Customer Service Specialists & Associates, Technical Account Managers, Sales and Solution Architects. You will be the Subject Matter Expert on account and billing issues, proactively helping customers avoid potential risks and diving deep to understand the underlying root causes to resolve customer problems.



Key job responsibilities
In addition, your responsibilities will include, but will not be limited to, the following:
• Providing prompt, efficient, detailed, customer-oriented service to AWS customers
• Processing accounts & billing related customer cases through email, chat and phone tools
• Being the customer-facing voice for AWS customers, addressing complex account & billing issues
• Performing deep dive analysis on customer accounts & billing statements
• Driving projects that improve customer interactions with AWS account & billing information
• Working with customer support peers to ensure a consistent and high-quality level of support
• Identifying risks and flaws in service issues, being able to challenge and communicate risk to stakeholders


BASIC QUALIFICATIONS

• Strong customer handling, conflict resolution, and problem-solving skills
• 1+ year experience in Customer Service and/or Account Management working directly with customers to resolve issues
• Strong numerical, analytical and investigation skills
• Proficiency in MS Office, with advanced Excel and reporting skills
• Familiarity with Web Technologies and the Internet
• Proven success in a fast-paced support environment
• Native in Korean and proficient in English


PREFERRED QUALIFICATIONS

• Account and billing inquiries handling experience
• Basic accounting or business finance experience
• A drive to dig into the details of a system or process to solve customer problems
• Excitement to learn new technologies and help customers succeed
• Excellent oral and written communication skills
• SQL and/or other relational database experience
• Ability to summarize technical customer issues into notes that are readable by other stakeholders (you can paraphrase a complex issue while writing for comprehension)
• Experience in account management positions
• Experience taking ownership and driving resolution on escalated customer issues
• Bachelor degree in a technical or financial/management related field

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