Customer Support Specialist, 3PX, Private Pricing Programs and Experiences

Amazon Web Services (AWS) is seeking a Customer Support Specialist to join Global Deal Strategy and Programs (GDSP) and the AWS Private Pricing Programs and Experiences (3PX) team. The AWS Private Pricing Program offers customers access to commercial benefits in exchange for multi-year spend commitments and the opportunity to accelerate cloud transformation journeys by delivering pricing value, access to services, and opportunities to innovate. AWS Private Pricing drives extensive, deep, and longer-lasting relationships with customers.

As a 3PX Customer Support Specialist you will analyze customer requests to identify recurring themes and friction points in the Customer experience, report out insights to internal stakeholders, and drive continuous improvements.

In this role, you will respond to Private Pricing Program questions from AWS field sellers and partners, as well as customer interactions impacting process, milestones, and best practices. We are looking for self- learning customer solution experts driven to deliver courteous customer engagements with speed. If you work independently, solve customer problems, communicate effectively, and influence others to achieve mutual goals this may be the opportunity for you.

Key job responsibilities

• \tLearn and apply the fundamentals of the Private Pricing Program to become a subject matter expert for customer support

• \tAnalyze Customer support data to identify themes and friction points in the Customer experience and trends in the business

• \tRespond to questions from internal and external Customers in alignment with team SOPs, quality metrics and SLAs.

• \tDeliver business reviews to key stakeholders to provide insights and metrics

• \tOffer recommendations for short team customer solutions while contributing to long term sustainable solutions at scale

• \tContribute to improving efficiencies through automation, effective measurement, inspection, and communication for enhanced functional performance.

A day in the life

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

BASIC QUALIFICATIONS

- Bachelor's degree or equivalent

- 5+ years direct customer help/support identifying and reporting trends to drive measurable results for a complex sales/sales support organization

PREFERRED QUALIFICATIONS

- Exceptional communication skills, both verbal and written, with the ability to update senior management on priorities, status, data trends, as well as provide tooling and training recommendations.

- Strong presentation skills and the ability to effectively articulate complex concepts to cross-functional audiences.

- Solid understanding of cloud computing concepts and the AWS offering.

- Adept at marrying data with anecdotes to derive actionable insights.

- Quickly masters complex concepts independently.

- Possesses strong business acumen and tenacity; able to work autonomously through ambiguity and complexity in a fast-moving environment to drive results.

- Skilled at working effectively with a wide range of stakeholders to influence and gain buy-in.

- Experience working in a highly matrixed organization.

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.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $83,100/year in our lowest geographic market up to $177,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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