Seasonal Full-Time Technical Support Associate–United States

Customer Service Associate – United States (Virtual Position)
As a candidate, you must live in one of the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Michigan, Mississippi, Missouri, Nebraska, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming.


This seasonal position requires a full-time schedule that that will vary. This includes a required average of 40 hours worked per-week on varying days (Sunday – Saturday) and shifts (morning, afternoon, evenings, overnights and potential split shifts). These hours worked may increase up to 60 hours worked per-week for short periods during Peak times.


What is Amazon Customer Service All About?
Our mission is to be Earth’s most customer-centric company. To achieve this goal, Amazon Customer Service is seeking candidates who exemplify Customer Obsession and enjoy problem solving on behalf of others. Our Amazon Leadership Principles (https://www.amazon.jobs/en/principles) are not just words on a screen – they are a driving force in the decisions we make every day. As an Amazon Technical Support Associate, it is a critical part of our mission to listen to the customer’s needs, deliver timely results, accurate information, personalized resolutions, and maintain our professional environment of supporting all Amazon customers.


 
What is Amazon Technical Service All About?
The Device, Digital & Alexa Support (D2AS) Team helps to ensure a positive customer experience as it relates to Kindle, Fire Tablets, Fire TV, Fire TV Stick, Prime Video, Prime Music, Echo, Alexa and so much more.
 
What is the History of Amazon Digital?
Amazon introduced the first Kindle in 2007 and offered 90,000 eBooks at launch. Kindle sold out in under 6 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 and Fire operating system. For streaming media lovers, we created Amazon Fire TV, Fire TV Stick, and Fire TV 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 the 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.


Key Responsibilities
  • Support a varying work schedule to meet our business and customer needs
  • Complete mandatory training (this schedule will be different from your work schedule upon hiring)
  • Support customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, e-mail, social media and instant messenger, or chat tools
  • Own problems and innovate on behalf of customers
  • Complete mandatory training (this schedule will be different from your work schedule upon hiring)
  • Actively problem solve and innovate on behalf of customers
  • Follow detailed verbal and written instructions
  • Provide a work area free of distractions
  • Opportunity to learn other areas of the business and support specialty departments as needed

The minimum requirements of this role include: A 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; an ability to follow detailed verbal and written instructions; an ability to empathize with customers and prioritize their needs; and logical problem solving skills.

What Does Amazon Need from Me?
  • This seasonal position requires a full-time schedule that will vary. This includes a required average of 40 hours worked per week on varying days (Sunday – Saturday) and shifts (morning, afternoon, evenings, overnights and potential split shifts). These hours worked may increase up to 60 hours worked per week for short periods.
  • Ability to change your schedule based on business needs (every 3 weeks), with a two-week advance notice.
  • You must have an internet connection with a minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). Satellite internet providers cannot be used.
  • Your device must be directly connected to router/modem via Ethernet cable. You cannot use a wireless connection.
  • Agree to Amazon’s Work from Home Agreement. Please watch our Work from Home Agreement (https://youtu.be/yxrpb9pKHls) video for more information.
  • Amazon provides paid mandatory training and resources for new associates. Please watch our New Hire Training (https://youtu.be/63NrmxUEHKg) video for more information.
  • Associates are measured on several areas including, but not limited to, schedule adherence, contact quality, efficiency, and process compliance.
  • Your mailing address must be current (apartment, suite, etc.) PO Boxes are not supported; a physical address required for you to receive your equipment.

Why Amazon?
  • Except as otherwise required by law, this role pays $15.00 per hour
  • No Commute – work remotely
  • Overtime pay at 1.5x base rate
  • Employee Discount
  • Employee Assistance Program
  • A supportive team of leaders and peers
  • Gain customer service experience and build your resume

When Should I Apply?
Think you’ve got what it takes to be the next member of our team? Learn more about the requirements below and apply today! The sooner you apply, the earlier your application can be reviewed and considered.

If you are an internal applicant, please reach out to your local HR representative to discuss transfer eligibility.
 

Basic Qualifications

Basic Qualifications
  • High School or equivalent diploma

Preferred Qualifications
  • Curiosity about new platforms and innovative technologies
  • Previous customer service experience
  • Previous call center experience
  • Logical problem-solving skills
  • Experience working in a fast paced environment
  • Experience in prioritizing tasks and time to ensure efficiency

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.