Senior Technical Support & Escalations Specialist

Amazon; Helena (MT); Remote; USD 22,730 - 32,373; Full time

Job summary

Amazon in Helena, USA, seeks a Sr. Technical Customer Service Specialist to manage highly escalated customer issues and provide expert support for account and billing inquiries. The role interfaces with AWS leadership and internal teams to resolve defects and improve service.

Requires 2+ years in technical support and an advanced degree or GED. The position involves writing executive summaries, maintaining accurate records, and developing internal reference pages.

Qualifications

• 2+ years technical experience with laptop systems and technology products.
• 2+ years working in a customer support/telephony environment.
• Proven working knowledge in at least one area (cloud computing, internet, software, security, accounting, Amazon services).
• Advanced degree (master’s) or GED.

Responsibilities

• Handle the highest level of customer escalations to Amazon and AWS leadership.
• Provide support for account and billing inquiries, interface with internal Amazon teams.
• Represent the \"Voice of the Client\" to resolve long‑term defects.
• Write executive‑level summaries for complex, ongoing customer issues.
• Develop and update internal reference pages.
• Build robust relationships with internal teams and stakeholders.

Skills

Customer service

Escalation handling

Cross-functional collaboration

Education

Master’s degree or GED

Tools

Microsoft Excel

Job description

Amazon in Helena, USA, seeks a Sr. Technical Customer Service Specialist to manage highly escalated customer issues and provide expert support for account and billing inquiries. The role interfaces with AWS leadership and internal teams to resolve defects and improve service.

Requires 2+ years in technical support and an advanced degree or GED. The position involves writing executive summaries, maintaining accurate records, and developing internal reference pages.