Remote Tier 2 Tech Support Specialist

Amazon Inc.; United States; Remote; USD 23,000 - 37,000; Full time

Job summary

Amazon Leo is seeking a Tier 2 Technical Care Associate to deliver timely, accurate, and professional support across phone, email, and chat. You will troubleshoot complex issues, document resolutions, and collaborate with cross-functional teams to improve processes and knowledge bases.

The role emphasizes security, listening, and clear communication in a fast-paced environment. Candidates should have 2+ years in customer service, strong English, and proficiency with Microsoft Office.

Qualifications

• 2+ years of customer service experience.
• Flexible schedule including weekends, nights, and/or holidays.
• Experience with Microsoft Office products and applications.

Responsibilities

• Receive and manage customer escalations from Tier 1 support, delivering timely and effective resolutions across phone, email, and chat channels.
• Offer detailed technical support with clear and professional communication.
• Collaborate with other customer support teams to resolve complex issues.
• Document steps and resolutions in a clear, easy-to-follow format.
• Identify trends in customer issues and propose improvements to support processes.
• Help create knowledge base articles and team documentation.
• Stay current on new Amazon Leo products and features.

Skills

Customer service

Flexible schedule

Microsoft Office

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Amazon Leo is seeking a Tier 2 Technical Care Associate to deliver timely, accurate, and professional support across phone, email, and chat. You will troubleshoot complex issues, document resolutions, and collaborate with cross-functional teams to improve processes and knowledge bases.

The role emphasizes security, listening, and clear communication in a fast-paced environment. Candidates should have 2+ years in customer service, strong English, and proficiency with Microsoft Office.