Technical Support Specialist- German, Alexa Information & Ads

Amazon; London; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a proactive Technical Support Specialist fluent in German and English to join their dynamic team. This role involves providing high-quality technical support for Alexa, utilizing your language expertise to enhance customer interactions and improve service metrics. You will engage in localization tasks, troubleshoot issues, and work collaboratively across teams to drive improvements in performance. If you thrive in a fast-paced environment and have a passion for technology and customer service, this is an exciting opportunity to make a meaningful impact in the voice AI industry.

Qualifications

• Fluency in German and English with strong communication abilities.
• Excellent organizational skills and attention to detail.

Responsibilities

• Provide high-quality technical support to Alexa customers.
• Localize and scale Alexa's Q&A understanding using internal tools.
• Troubleshoot semantic issues and implement fixes.

Skills

Fluency in German

Fluency in English

Analytical skills

Communication skills

Problem-solving techniques

Organizational skills

Attention to detail

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Office

SQL

Job description

Technical Support Specialist- German, Alexa Information & Ads

Job ID: 2953744 | Evi Technologies Limited

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. Alexa lives in the cloud and is happy to help anywhere there's internet access and a device that can connect to Alexa. Making Alexa part of your day is as simple as asking a question. Alexa can play your favourite song, read the latest headlines, dim the lights in your living room, and more. Basically, Alexa wants to make your life easier, more meaningful, and more fun by helping you voice control your world, both at home and on the go.

Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We use our cultural and linguistic knowledge to localize Alexa’s knowledge base so that Alexa can understand and answer more questions from Alexa customers in all languages.

As a member of the team, you will be responsible for translating knowledge content into your language, following a variety of processes using our understanding of systems related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages. We think from the customer’s viewpoint and use our cultural and linguistic expertise to solve questions on how customers might interact 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 make a direct impact on 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 Question & Answering (Q&A) internal and external customers. In the role, you can expect to:

1. Follow workflows with strong guidelines to localize and scale Alexa's Q&A understanding, using internal localization tools and engines.
2. Create relevant and engaging content for customers based in your language’s locale.
3. Use your language expertise to perform Quality Assurance testing, ensuring that the content you localize is understood correctly and enables Alexa to sound like a local.
4. Work across a set of internal applications and platforms to analyze where Alexa fails to provide an optimal answer.
5. Act as the first line of defence by troubleshooting top semantic frictions/defects using a set of semantic Q&A tools and implement fixes to drive improvements in Alexa's performance in your language.
6. Manage trouble tickets to resolution or escalation, leveraging existing documentation, procedures, and tools.
7. Triage complex problems to appropriate teams and track through to resolution.
8. Interface with a variety of business and technical teams to resolve blockers and share language specific defect trends to fix problems at the root.
9. Provide detailed data and communication in tickets, documenting your investigation actions and next steps.
10. Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes.
11. Generate service metrics using scripts and/or documentation.
12. Apply your unique skillset to improve team processes and highlight documentation or training needs.
13. Impart your knowledge to team members through peer reviews, trainings and/or support sessions.

BASIC QUALIFICATIONS

- Fluency in German and English, with strong written and verbal communication abilities.

- Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques.

- Ability to thrive under pressure and adapt to a fast-paced environment.

- Ability to keep up with changing project conventions and newly launching projects.

- Excellent organizational skills and attention to detail.

- Strong analytical, communication and interpersonal skills.

- Commitment to providing high-quality support and exceptional customer service.

- Proficiency in generating accurate and complete support documentation.

- Good judgment and decision-making skills.

- Proficient with Microsoft Office products.

PREFERRED QUALIFICATIONS

- One or more years of experience as a transcriber or annotator.

- Quick in adapting to new processes and workflows.

- Writing/editing experience and familiarity with content production processes.

- Experience/Familiarity with ontologies and/or knowledge representations.

- Experience/Familiarity in SQL.

- Experience in a technical support or similar role.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.