Remote Tier 2 Technical Care Associate – Connectivity

Amazon Inc.; Kentucky; Remote; USD 24,000 - 34,000; Full time

Job summary

Amazon Leo is seeking a motivated Tier 2 Technical Care Associate to provide timely, accurate support to Leo customers across phone, email, and chat. You will handle escalations from Tier 1, document steps clearly, and collaborate with cross‑functional teams to resolve complex issues.

You'll stay current on product features, create knowledge base content, and contribute to process improvements while delivering a professional, security‑sensitive customer experience in a fast‑paced environment.

Qualifications

• 2+ years of customer service experience.
• Ability to work a flexible schedule including weekends, nights, and holidays.
• Proficiency with Microsoft Office applications.
• High school diploma or equivalent.

Responsibilities

• Receive and manage customer escalations from Tier 1 support and resolve issues promptly.
• Provide detailed technical support with clear communication across channels.
• Collaborate with cross‑functional teams to resolve complex issues.
• Document steps and resolutions in a clear, follow‑along format.
• Identify trends 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

Communication skills

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Amazon Leo is seeking a motivated Tier 2 Technical Care Associate to provide timely, accurate support to Leo customers across phone, email, and chat. You will handle escalations from Tier 1, document steps clearly, and collaborate with cross‑functional teams to resolve complex issues.

You'll stay current on product features, create knowledge base content, and contribute to process improvements while delivering a professional, security‑sensitive customer experience in a fast‑paced environment.