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DESCRIPTION

This position is for 12 months (fixed-term) Spanish and English support. The position will be inside Amazon's IT Services Support as the first point of contact for technical support service requests. Our IT Support Technician spends their day fielding incoming support chats, calls and online requests on behalf of Amazon employees worldwide.
Candidates who are successful will be required to work on a rotational schedule. Available shifts may include days, afternoons and evenings. They may include one or both weekend days and schedules are subject to change. Based upon business need, there may be working overtime requests.
The successful IT Support Technician will be customer focused and motivated by team success. You will be innovative, enthusiastic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support. This position is Remote by design, and this can change as per business requirements. You will be required to attend meetings within the Bucharest office.


Key job responsibilities
* Provide comprehensive technical support to Amazon employees worldwide via web chat, telephone, email, and ticketing systems
* Research, resolve, and respond to inquiries in accordance with organizational standards and timeframes
* Diagnose and troubleshoot end-user computing problems, including analyzing issues, identifying appropriate resources, testing solutions, and ensuring problem resolution
* Create and submit detailed, accurate call logs documenting all customer interactions
* Inform customers of needed repairs and answer technical questions, ensuring understanding and satisfaction with completed work
* Follow all standard operating procedures (SOPs) through effective use of knowledge management
* Manage concurrent support conversations and maintain a case count of 15-25 contacts
* Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions
* Assist with activities to triage and escalate system or network outages to reduce downtime
* Provide remote assistance with teleconferencing systems and AV presentation equipment

A day in the life
As an IT Support Associate II, you will use your skills to support employees in resolving technical problems within Amazon across a multitude of technical disciplines. Amazon has a collaborative, purposeful and enthusiastic environment where we “Work Hard, Have Fun, Make History.” On a typical day associates might dive deep into understanding the root cause of a customer issue and consult with senior engineers at Amazon. We believe in making technical support as painless as possible. To achieve this, we implement Operational Excellence best practices and strive to automate manual processes.