Key job responsibilities
* Provides comprehensive technical support to Amazon Corporate employees worldwide.
* Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
* Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
* Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
* Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
* Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
* Manage a case count between 26-30 phone/chat/tickets.
* Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
* Assists with activities to triage and escalate any system or network outage to reduce downtime.

BASIC QUALIFICATIONS

- 1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
- Experience troubleshooting integrated and interdependent computer systems
- Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

PREFERRED QUALIFICATIONS

- CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
- Experience in a dynamic environment with a high degree of customer service