Digital Devices and Alexa Support Associate - Virtual Work from home

Knowledge & Skills Required
Customer Service Skills:
Dedicated to problem resolution
Demonstrate a positive attitude
Be able to resolve a conflict
Are patient and helpful
Able to avoid jargon and explain complex concepts
Are responsible in any given situation
Able to collect data accurately to identify solutions
Able to use multiple tools
Use situational judgement to determine actions
Have a detail-oriented working style

Technical Knowledge:
Basic understanding of Device Platforms (Desktops, Laptops, Tablets, Mobiles, Gaming consoles, Streaming devices) and Digital Services (Videos, Music, Apps, Video Games, streaming content, Cloud Storage) and associated technical terminologies
Ability to translate technical information / instructions into a simple language that would ensure seamless trouble shooting
Ability to problem solve
Awareness of latest trends and developments in the technology industry
Demonstrate the ability to apply knowledge to new situations
Be able to use judgement and common sense to answer customer questions
Demonstrate willingness to share knowledge with team members and customers
Consistently curious about technology

Communication Skills:
Excellent English communication skills (written, comprehension and verbal)
Ability and willingness to communicate with others
Ability to demonstrate empathy
Ability to use effective questions
Ability to demonstrate active listening
Ability to communicate in a positive manner
Good comprehension skills – ability to clearly understand the issues customers present

BASIC QUALIFICATIONS

• Working from home, you will have to be Located at Bogota, Colombia and have citizenship or legal open condition work permit.
• Have 85% English level or higher.
• Have (or be able to obtain) Speed Internet (10 MB download / 3MB upload or better).
• Have (or be able to attain) another means of communication (personal landline or cell phone, for emergency purposes).

Preferred Qualifications:
The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service. We also require a high school diploma, plus one or more years’ experience in related positions.
Are you curious about new platforms and technologies and have a desire to deliver world-class customer service? Are you excited by the idea of owning a problem and innovating on behalf of customers? Can you deal with ambiguity and keep up with the pace of a company whose cycles are measured in weeks, not years?

We would love for you to become part of the Amazon team working from your home. You’ll join a team of over virtual customer service associates based in Colombia. As a part of the Digital Devices and Alexa support team, you will act as the first point of contact for our customers by answering their queries through phone, chat or email. Your team will be responsible for resolving a wide variety of customer issues and educating them to resolve issues themselves.

The Virtual Customer Support (VCS) is a ‘Work from Home’ model allowing you to work from the comfort of your home. VCS associates are expected to work from a home location approved by Amazon for all scheduled hours.

It is the responsibility of the associate to ensure uninterrupted internet connectivity and ‘work-like’ environment at home location so that associates can deliver their best in terms of productivity and quality.
We play a critical role in listening to customers and escalating pain points to enable Amazon to improve and deliver world-class technical support experiences – will you help us

This position is open for people that Live inBogota and who are willing to work virtually. Please review the Do's and Don'ts of the position in this video: http://bit.ly/2M73QYp

Amazon introduced the first Kindle in 2007 — at that time, it offered 90,000 eBooks and sold out 5.5 hours after the announcement. Since then, we have expanded to become the best-selling e-reader family in the world. We have gone beyond Kindle with our powerhouse Fire tablets, built for work and play with our Fire operating system. For streaming media lovers, we have created Amazon Fire TV, Fire TV Stick, and Fire TV Edition with voice search. Fire TV devices come with access to 500,000 movies, TV shows, and tens of thousands of channels, and apps. In 2014, we introduced Amazon Echo and Alexa, the voice service that powers Echo and other devices so customers can play music, control their smart homes, and get information, news, weather, and more using just their voice. Alexa is now integrated with over 20,000 third party devices from 3,500 brands. Alexa has 50,000 skills and developers in 180 countries. Want to know more, join our team!

The Digital Devices and Alexa support team’s vision is to create innovative support experiences for customers using Amazon’s next-generation Digital and Device products through intelligent self-service solutions and a world-class Tech Support organization. In line with our vision and customer expectations, our Technical Support Associates (TSAs) are technology experts and foster a culture of innovation and agility to raise the bar for technical support in an evolving environment of interconnected devices and services. If you enjoy sharing your technical knowledge, problem solving, are passionate about new technologies, this is the job for you!

We play a critical role in listening to customers and escalating pain points to enable Amazon to improve and deliver world-class technical support experiences – will you help us?