DSP Support Specialist, WW DSP Help

Amazon; Visakhapatnam; On-site; INR 600,000 - 860,000; Full time

Job summary

Amazon in Visakhapatnam is seeking an experienced Customer Service and Case Management professional to review, triage, and resolve customer inquiries. You will route cases to appropriate teams, respond with accurate resolutions, and coordinate with SMEs for complex issues.

Maintain detailed documentation and help improve SOPs to ensure quality outcomes. The role requires strong written communication, attention to detail, and the ability to work in a high-volume, fast-paced environment.

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.

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.

Skills

Written communication

Analytical thinking

Independence

Attention to detail

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

SQL

Job description

Key Responsibilities

• 1. Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue


• 2. Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed


• 3. Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines


• 4. 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


• 5. Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement


• 6. 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

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.