A Technical Support Associate (TSA) is a critical part of Amazon’s mission to deliver timely, accurate and professional customer service.
Your mission will be to provide outstanding customer and technical support for Amazon customers in regards to Digital devices and platforms.
If you enjoy sharing your technical knowledge, problem solving, are passionate about new technologies, want to help improve associates’ technical skills and can do this always with a friendly tone, this is the job for you!
A Technical Support Associate raises the bar in four categories :
Knowledge / experience with Amazon devices and digital products
The Digital and Device Technical Support 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, 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.
This role requires South African citizenship / permanent residency. Virtual Technical Support (VTS) is a 'Work from Home' model for South Africa.
VTS TSAs are expected to work from a home location approved by Amazon for all scheduled hours. It is the responsibility of the associates 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.
Type of Role : Permanent, Full Time, shifted environment.
We operate in a 24 / 7 environment supporting the North America and UK markets, most of our shifts are overnight and the shift assigned to you may require that you work over weekends and public holidays.
Shifts are either 4 days, 10 hours per shift or 5 days, 8 hours per shift.
Internet requirements : Dedicated 10MB Uncapped Fiber (LTE lines are not eligible for this role)
Equipment / hardware : Amazon will provide all required computer equipment with a headset that remains property of Amazon
Ability to work overtime as required by business - as much as 10 hours a week, most often occurring in the weeks surrounding the Christmas holiday season.
Flexible with the working schedule; may be expected to work weekends, holidays and events
Maintain regular and reliable attendance, including the daily schedule as assigned
Knowledge & Skills Required
Customer Service Skills :
Demonstrate dedication and commitment to problem resolution
Demonstrate a positive attitude
Be able to resolve a conflict situation
Have patience with customers and remain cool & calm
Be able to explain complex concepts effectively
Be able to take responsibility in any given situation
Demonstrate data accuracy
Demonstrate multi-tasking abilities
Use situational judgement to determine actions
Have a detail-oriented working style
Technically Savvy :
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 complex 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
Successfully completed NQF Level 4 Qualification (Matric / Grade 12 / Standard 10)
At least 3 months of work experience (any work experience)
Excellent command of English Language (verbal and written)