German-Speaking Tier 2 Tech Support Specialist

Amazon Inc.

Cork

On-site

EUR 38,000 - 52,000

Full time

6 days ago

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Job summary

Amazon Leo is seeking a Tier 2 Technical Care Associate fluent in German to provide professional support for our broadband services. The role requires strong technical troubleshooting, clear communication, and collaboration with cross-functional teams to resolve customer issues across phone, email, and chat channels.

Shifts are rotational and may include early mornings, evenings, overnights, weekends, and public holidays.

Qualifications

German and English language skills at C1+.
Experience resolving technical issues for internet service or network connectivity.
Understanding of internet technologies and ability to complete a technical assessment.
Excellent communication skills and ability to convey insights from complex analyses to internal and end customers.
Ability to clearly document technical issues and associated solutions.
Availability to work flexible schedule/shift, including weekends, nights, and/or holidays.
Proficiency with Windows and Microsoft Office applications.

Responsibilities

Receive and manage customer escalations from Tier 1, delivering timely resolutions via phone, email, and chat.
Provide detailed technical support with clear communication.
Collaborate with other teams to resolve complex issues.
Document steps and resolutions clearly.
Identify trends and suggest improvements to support processes.
Contribute to knowledge base articles and team documentation.
Stay up-to-date on Amazon Leo products and features.