• Job Description

  Req#: 2521244
  Do you want to be part of an organization that is launching numerous exciting new parcel options for Amazon customers? If so, Customer Experience Operations (CXO) is looking for a Support Specialist who will manage hardware provisioning, backend configuration, and remote site support for under-the-roof technology and operations. The ideal candidate will be the day-to-day problem solver for technical and non-technical issues encountered by our customers and store leaders. The Specialist will be driving efforts, both independently and as part of larger project teams and will have a significant impact on this growing business. Successful candidates will be strong leaders who can prioritize well, communicate clearly, and have a consistent track record of delivery. Excellent written and verbal communication skills are essential.
  
  Key job responsibilities
  The L3 Support Specialist will:
  ● Maintain mid-level knowledge of in-store technologies
  ● Interact and communicate effectively with Area Managers; Leads, PMs across various organizations
  ● Evaluate, build, and maintain technical documentation
  ● Assist with various continuous improvement projects
  ● Assist with QA testing and program setup
  ● Assist with Operational Support
  ● Assist in managing various internal systems
  
  A day in the life
  ● Comfortable communicating updates on resolutions for issues to Area Managers with a wide variation in technical capabilities
  ● Able to give and receive feedback effectively
  ● Being On-Call during working hours for high-level escalated issues to provide immediate support
  ● Assessing and engaging tickets created by the field team and business leaders
  ● Executing weekly tasks and supporting large-scale projects aimed at process improvements and cost-savings
  ● Gives insight to site managers and educates on process while also resolving issues
  ● Quickly escalating issues to the proper subject matter experts when encountering roadblocks
  
  
  About the team
  Support Specialists are the problem solvers and leaders behind the expansion of Locker+ sites and helping maintain their operations by finding solutions for day-to-day issues. The CXO Technical Support Specialist Team is ready to tackle obstacles that impact Amazon's customers and employees. As the network rapidly expands and the team scales by integrating new technology, new methods of operations, and identifying new issues, CXO Support has mapped the various strategies it discovered in order to support our customers.
  
  We are open to hiring candidates to work out of one of the following locations:
  
  Atlanta, GA, USA | Philadelphia, PA, USA | Virginia Beach, VA, USA● Experience with Microsoft Office, Wiki, Quip, Airtable and Outlook
  ● High School diploma or equivalent
  ● Ability to work weekends and early morning schedule to support sites in the UK (Ex: 5 AM - 3:30 PM EST, Sunday-Wednesday or Wednesday-Saturday)
  ● 2+ years’ experience with issue management, process workflows, and administrative functions
  ● Good presentation skills to varying levels of audience, up to Sr Manager level
  ● Proven ability to work successfully with limited supervision
  ● Candidates must be very organized and able to handle multiple and changing projects/priorities
  ● Ability to occasionally travel locally to support local CXO sites● Ability to organize and manage multiple tasks simultaneously
  ● Excellent written and verbal communication skills
  ● Ability to solve problems without guidance by using resources, SOPs, and pulling in experts to assist when a blocker is encountered
  ● Ability to quickly escalate issues to appropriate leadership for assistance in order to resolve
  ● Comfortable with being in a high-visibility role and interfacing with store leaders daily to troubleshoot their issues
  ● Ability to assess customer impact in all scenarios and understand when an issue must be escalated
  
  Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

• About the company

  Amazon.com, Inc. is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence. It is one of the Big Five companies in the U.S. information technology industry, along with Google, Apple, Microsoft, and Facebook. The company has been referred to as "one of the most influential economic and cultural forces in the world", as well as the world's most valuable brand.

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