Technical Support Specialist- German, Alexa Information & Ads

ENGINEERINGUK; Cambridge; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player seeks a proactive Technical Support Specialist fluent in German and English to join their dynamic team. This role offers the chance to work at the forefront of voice-assistant technology, helping to enhance Alexa's knowledge base and improve customer interactions. You will be responsible for localizing content, troubleshooting issues, and ensuring high-quality technical support. If you thrive in a collaborative environment and have a passion for problem-solving, this is an exciting opportunity to make a significant impact in a fast-paced, innovative setting.

Qualifications

• Fluency in German and English with strong communication skills.
• Ability to think critically and adapt to fast-paced environments.

Responsibilities

• Provide high-quality technical support to Alexa customers.
• Localize and scale Alexa's Q&A understanding using internal tools.
• Perform quality assurance testing for localized content.

Skills

Fluency in German

Fluency in English

Analytical skills

Problem-solving techniques

Organizational skills

Attention to detail

Interpersonal skills

Communication skills

Tools

Microsoft Office

Q&A tools

SQL

Job description

Technical Support Specialist- German, Alexa Information & Ads

DESCRIPTION

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon's voice AI, designed to help users with a variety of tasks. Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We localize Alexa's knowledge base to enhance its understanding and responsiveness to customer inquiries.

As a member of the team, you will be responsible for translating knowledge content into German, following processes related to the Alexa knowledge base. We identify and correct knowledge gaps and implement scalable solutions across languages, using our cultural and linguistic expertise to enhance customer interactions with Alexa.

If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this German-speaking Support Engineer role in our Cambridge office. This is an excellent opportunity to leverage your technical expertise and language skills to directly impact customer satisfaction and team metrics.

Key job responsibilities
As a native German-speaking Support Engineer based out of our Cambridge office, you will be responsible for providing high-quality technical support to Alexa Q&A internal and external customers. In the role, you can expect to:

1. Follow workflows to localize and scale Alexa's Q&A understanding using internal tools.
2. Create relevant and engaging content for customers based in your language's locale.
3. Perform Quality Assurance testing to ensure localized content is understood correctly.
4. Analyze where Alexa fails to provide optimal answers across internal applications.
5. Troubleshoot semantic frictions using Q&A tools and implement fixes.
6. Manage trouble tickets to resolution or escalation, leveraging existing documentation.
7. Triage complex problems to appropriate teams and track through to resolution.
8. Interface with business and technical teams to resolve blockers and share defect trends.
9. Document investigation actions and next steps in tickets.
10. Adhere to SLA thresholds for defects and stakeholder requests.
11. Generate service metrics using scripts and/or documentation.
12. Improve team processes and highlight documentation or training needs.
13. Impart knowledge to team members through peer reviews, trainings, and support sessions.

BASIC QUALIFICATIONS

1. Fluency in German and English, with strong written and verbal communication abilities.
2. Demonstrable ability to think critically and provide solutions through various problem-solving techniques.
3. Ability to thrive under pressure and adapt to a fast-paced environment.
4. Excellent organizational skills and attention to detail.
5. Strong analytical, communication, and interpersonal skills.
6. Commitment to providing high-quality support and exceptional customer service.
7. Proficiency in generating accurate support documentation.
8. Good judgment and decision-making skills.
9. Proficient with Microsoft Office products.

PREFERRED QUALIFICATIONS

1. One or more years of experience as a transcriber or annotator.
2. Quick adaptability to new processes and workflows.
3. Writing/editing experience and familiarity with content production processes.
4. Experience/Familiarity with ontologies and/or knowledge representations.
5. Experience/Familiarity in SQL.
6. Experience in a technical support or similar role.

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Amazon is committed to a diverse and inclusive workplace. If you have a disability and need workplace accommodation during the application and hiring process, please visit our accommodations page for more information.