ADC Technical Customer Service Specialist , Amazon Dedicate Cloud (ADC) Customer Service

Amazon Web Services (AWS); Columbia (MD); On-site; USD 33,000 - 59,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Web Services, Inc. is seeking a US Government Customer Success Representative to engage USG and enterprise customers, delivering training, support and analysis to enable mission-critical cloud deployments.

The role collaborates with TAMs, Sales and Solution Architects, requires TS/SCI clearance with polygraph, and involves deep-dive billing issue resolution, proactive issue avoidance, and ongoing customer education about reporting options and budgets.

Qualifications

• Associate's degree or above, or A+ or Network+ or Security+.
• Current, active US Government Security Clearance of TS/SCI with Polygraph.
• Leadership or account management experience.
• Troubleshooting and debugging technical systems with strong customer service.
• Experience with SQL or relational databases.
• Proven success in fast-paced support environments.
• Strong fluency with Web Technologies and the Internet.
• Understanding of cloud compute and storage concepts.

Responsibilities

• Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues.
• Working with Enterprise customers to understand AWS usage and providing feedback on reporting options and budgets.
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements.
• Educating customers on reporting options, alerts and budgets.
• Providing prompt, efficient, customer-oriented service to Enterprise customers.
• Working with global customer support peers to ensure consistent high-quality support.
• Driving projects that improve customer interactions with AWS account and billing information.
• Acting as the Voice of the Customer for Enterprise customers and reporting on improvement areas.

Skills

Leadership

Account management

Troubleshooting

Customer service

Analytical skills

Attention to detail

Communication

Web technologies

Cloud concepts

SQL

Education

Associate degree or higher / A+ / Network+ / Security+

Job description

Description

Do you enjoy helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve technical problems? Would you like to do this using the latest cloud computing technologies? Do you have a knack for helping these groups understand application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology platform?

AWS Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3.

As an AWS Customer Success Representative, you'll engage with US Government (USG), and enterprise customers, providing training, support and analysis. You will work with the other members of the AWS Enterprise team including Technical Account managers (TAM’s), Sales and Solution Architects. You will be the Subject Matter Experts on Enterprise Account and Billing issues. You will proactively help customers avoid potential issues. Dive deep to understand the underlying issues to help a customer resolve problems.

• Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
• Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
• Educate customers on reporting options, alerts and budgets.
• Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
• Working with customer support peers around the globe to ensure a consistent and high-quality level of support
• Driving projects that improve customer interactions with AWS account and billing information
• Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with Enterprise customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about AWS specific product and features
• Work with AWS teams to drive resolution of issues for customers
• Making sure internal knowledge reference pages are updated

This position requires that the candidate selected be a US Citizen and must currently possess and maintain an active TS/SCI security clearance with polygraph. The position further requires the candidate to opt into a commensurate clearance for each government agency for which they perform AWS work.

About The Team

About AWS

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

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

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.

Basic Qualifications

• Associate's degree or above, or A+ or Network+ or Security+
• Current, active US Government Security Clearance of TS/SCI with Polygraph

Preferred Qualifications

• Experience in leadership or account management positions
• Experience troubleshooting and debugging technical systems, or experience working with customers with a passion for delivering exceptional service and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience in SQL or other relational databases
• Proven success in a fast paced support environment
• Demonstrated success driving cross-functional deliverables
• Strong fluency with Web Technologies and the Internet
• Understanding of cloud based compute and storage concepts

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

USA, MD, Columbia - 24.00 - 43.00 USD hourly

USA, VA, Arlington - 24.00 - 43.00 USD hourly

USA, VA, Herndon - 24.00 - 43.00 USD hourly

USA, WA, Seattle - 24.00 - 43.00 USD hourly

Company

Amazon Web Services, Inc.

Job ID: A10411859