Tier 2 Tech Support Specialist - Multilingual

Amazon; Cork; On-site; EUR 32,000 - 52,000; Full time

Job summary

Amazon Kuiper Services Europe SARL, Irish Branch is seeking a Tier 2 Technical Care Associate to support Amazon Leo customers with technical issues and complex inquiries. The role involves handling escalations across phone, email, and chat, delivering precise guidance, and documenting resolutions to ensure first-rate connectivity.

Fluency in German and English is required, with experience in customer service and internet technologies preferred.

Qualifications

• German language fluency is required.
• Strong customer service and interpersonal skills.
• Experience communicating technical details verbally and in writing.
• Willingness to work a flexible schedule including weekends/nights/holidays.
• Proficiency with Microsoft Office (Excel, Word, SharePoint, PowerPoint).

Responsibilities

• Receive and manage escalations from Tier 1, delivering timely resolutions across phone, email, and chat.
• Provide detailed, clear technical support.
• Collaborate with other support teams to resolve issues.
• Document steps and resolutions clearly for knowledge sharing.
• Identify trends and propose improvements to processes.
• Help create knowledge base articles and team documentation.
• Stay current on Amazon Leo products and features.

Skills

German language proficiency

English language proficiency

Customer service

Technical troubleshooting

Internet technologies

Education

High school diploma

Tools

Microsoft Office

Job description

Amazon Kuiper Services Europe SARL, Irish Branch is seeking a Tier 2 Technical Care Associate to support Amazon Leo customers with technical issues and complex inquiries. The role involves handling escalations across phone, email, and chat, delivering precise guidance, and documenting resolutions to ensure first-rate connectivity.

Fluency in German and English is required, with experience in customer service and internet technologies preferred.