DSP Support Specialist, WW DSP Help

Amazon; Karnataka; On-site; INR 350,000 - 700,000; Full time

Job summary

ADCI - Karnataka in India is seeking experienced associates to handle incoming customer cases requiring immediate attention. This hands-on role involves reviewing, triaging, and resolving complex inquiries by coordinating with subject matter experts.

You will respond to customers with accurate resolutions, document actions, and improve SOPs. A Bachelor's degree and 4+ years in customer service or case management, plus proficiency with MS Office or SQL, are preferred; English fluency is essential.

Qualifications

• 4+ years of customer service or case management experience.
• Strong written communication for customer-facing responses.
• Ability to assess case complexity and routing decisions.
• Experience in high-volume, fast-paced environments.
• Attention to detail and commitment to quality.
• Self-driven with minimal supervision.

Responsibilities

• Review incoming cases and monitor open inquiries.
• Triage and route cases to appropriate teams or escalation paths.
• Respond to customers with accurate resolutions per SOPs.
• Resolve escalated or complex cases via cross-functional coordination.
• Maintain accurate case notes, resolutions, and routing decisions.
• Update and improve SOPs based on cases handled.

Skills

Customer service

Communication

Independent worker

Attention to detail

Education

Bachelor's degree in Business/Operations/Logistics or related field

Tools

Case management systems

MS Office (Word, Excel, Outlook)

SQL

Job description

Description

We are seeking experienced associates to handle incoming customer cases requiring immediate attention. This is a hands‑on execution role where you will review, triage, and resolve complex or persistent unresolved cases by either responding directly to customers or routing cases to the appropriate teams. Associate will have to independently reach out to the subject matter experts to coordinate the resolution.

Key Responsibilities

• Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue
• Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed
• Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines
• Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution
• Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement
• Update and/or Improve SOPs based on cases handled, ensuring accuracy, clarity, and alignment with current best practices

Required Qualifications

• 4+ years customer service or case management experience
• Strong written communication skills for customer-facing responses
• Ability to quickly assess case complexity and make routing decisions
• Experience working in high-volume, fast-paced environments
• Attention to detail and commitment to quality outcomes
• Comfortable working independently with minimal supervision

Preferred Qualifications

• Experience with case management systems or ticketing platforms
• Background in operations or logistics environments
• Familiarity with SOP-driven resolution processes
• Problem-solving skills for non-standard cases

Basic Qualifications

• Bachelor's degree or equivalent work experience in Business, Operations, Logistics, Supply Chain or a related field

Preferred Qualifications

• Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment
• Speak, write, and read fluently in English

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Company

ADCI - Karnataka

Job ID: A10514601