Amazon.com Services LLC Looking For Service Operations Specialist, Amazon Key for Business at Las Vegas, NV Full Time

1+ years experience of technical support

1+ years of customer service experience, contact center & escalations experience preferred

Strong oral and written communication skills, a bias for action and a proven ability to influence others

Ability to foster positive relationships with team members, managers, and internal departments

Intermediate knowledge in Excel and MS Office

Demonstrated experience analyzing data sets and using data to drive root cause elimination and process improvement

Must be organized, a self-starter, and able to begin and follow through with tasks with minimal supervision

Job summary

Come join Amazon Key for Business to help transform the delivery experience for customers with unprecedented quality, efficiency and scale. Each time a package is delivered by an Amazon associate, technology is at the scene, and behind the scene. Today, Key for Business Technology supports Amazon Logistics and its scope is expanding every day.

Key job responsibilities

We are looking for a savvy, team-oriented individual who is highly driven and wants to ensure Key for Business technology is reliable for our customers. The Service Operations team leads operational initiatives to improve device performance. As a Service Operations Specialist (SOS), you are a dedicated account manager and brand ambassador that resolves device performance issues by analyzing reporting and speaking with customers. To be considered, you must be highly technical, along with the ability to make every customer feel like a welcomed part of Key for Business.

A day in the life

Take ownership in assisting, researching, resolving device performance issues

Understand and implement new information and procedures efficiently and professionally

Deliver a consistent level of quality on all calls and issues, encompassing the “white glove experience”

Concentration and strong understanding of advanced troubleshooting for all Ring & Key for Business products & services

Report & analyze metrics to identify trends in device performance

Utilize multiple systems to access customer information, research issues, and educate partners

Collaborate with internal & external teams to drive continuous process improvement

Develop and implement scalable solutions to support Key for Business

Assist, lead, & take ownership of efforts to increase data quality & consistency

Other duties and responsibilities as assigned

About the team

Our team is actively seeking motivated and multi-talented individuals who are passionate about transforming the logistics and package delivery operations. We are inventing the next-generation smart delivery operation with cutting edge technologies in IoT (Internet-of-Things). We develop technology-based solutions matching customer needs and delivery capacity with precision and efficiency, and expanding and transforming delivery experience with unprecedented quality, productivity and scale.

Bachelor’s degree or equivalent professional experience

Able to identify scope and priority of issues and tasks

Experience creating SOPs, guides, and training material

Experience working with sales, retention & executive escalations

Experience reading and interpreting wiring diagrams

Advanced knowledge in Excel and Microsoft suite

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.