As an Amazon Web Services Customer Service Tech lead you are responsible for ensuring that front line Tech Customer Service Associates (TCSAs) are setup for success. You will provide coaching and training as need to help the TCSAs meet their performance metrics. You will field the customer e-mail, phone, and chat support contacts that are escalated from Tier 1 support. You will interface with other AWS groups to include Engineering and Premium Support to drive resolution on issues that cannot be solved by the Tier 1 CSAs. You will be the Subject Matter Experts that Tier 1 CSAs look to for advice and guidance on best practices in AWS Support. You will work with exceptionally driven, customer focused Customer Service Associates and Premium Support Engineers. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.
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