Security-Cleared Cloud Support Specialist

Amazon Inc.; Berwick (Columbia County); On-site; USD 34,000 - 60,000; Full time

Job summary

Amazon Web Services (AWS) ADC Customer Service is seeking a Technical Customer Service Specialist to support US Government and Enterprise customers with cloud account and billing expertise. You will diagnose technical issues, guide customers through architectures, and coordinate with global teams to deliver high-quality service.

Candidates must hold TS/SCI with Polygraph and be able to obtain agency-specific clearances.

Qualifications

• Associate's degree or above, or A+ or Network+ or Security+
• 2+ years of work in the customer service/contact center industry experience
• Current, active US Government Security Clearance of TS/SCI with Polygraph

Responsibilities

• 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
• 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

Skills

Customer Service

Communication

Problem Solving

Security Clearance

Cloud Concepts

SQL

Education

Associate's degree or above, or A+ or Network+ or Security+

Job description

Amazon Web Services (AWS) ADC Customer Service is seeking a Technical Customer Service Specialist to support US Government and Enterprise customers with cloud account and billing expertise. You will diagnose technical issues, guide customers through architectures, and coordinate with global teams to deliver high-quality service.

Candidates must hold TS/SCI with Polygraph and be able to obtain agency-specific clearances.