Level

AmazonPosted 3d ago

Tier 2 Technical Care Associate (German speaker), Amazon Leo

Tier 2 Technical Care Associate (German speaker), Amazon Leo at Amazon scores 0 out of 100 on AI centrality, which makes it AI Level 1 of 4 (Little AI) on this board. The level measures how much of the work is AI, not seniority.

EG, Cairomidfull-time

AI in this role

Provide technical support and customer service for Amazon Leo's satellite broadband constellation in German and English.

customer-supporttechnical-supporttroubleshootingcommunication
Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world. Amazon Leo will help close the digital divide by delivering fast, affordable broadband to a wide range of customers, including consumers, businesses, government agencies, and other organizations operating in places without reliable connectivity.

At Amazon Leo, our Technical Care Associates (TCA) deliver timely, accurate, and professional general and technical support to all Amazon Leo customers. The Amazon Leo Customer Support (CS) team is looking for driven individuals who are up to the challenge of solving customer issues while providing positive customer experience. TCA are technically savvy problem-solvers with a focus on customer account security. An ideal candidate would be an excellent listener, handle change easily, be a quick learner and critical thinker, and be able to handle ambiguity. The position requires the ability to communicate professionally, with maturity and self-confidence, in German and English.

Shifts are assigned on a rotational basis and may include early mornings, evenings, overnights, weekends and public holidays. You will be required to work all shift patterns.

This position may require access to export-controlled information (ECI) subject to EAR and ITAR. Final employment decision is contingent upon satisfactory completion of export control screenings and obtaining any necessary export licenses or approvals, based on nationality, citizenship, and other factors considered by applicable export control regulations

Key job responsibilities
• Receive and manage customer escalations from Tier 1 support, delivering timely and effective resolutions across phone, email, and chat channels.
• Offer detailed technical support with clear and professional communication
• Collaborate with other customer support teams to resolve complex issues
• Document steps and resolutions in a clear, easy-to-follow format
• Identify trends in customer issues and propose improvements to support processes
• Help create knowledge base articles and team documentation
• Stay current on new Amazon Leo products and features


A day in the life
As a Tier 2 TCA, you'll be at the heart of our global connectivity mission. Your day will be dynamic, and purpose driven. You'll engage with customers, troubleshoot intricate technical issues, and collaborate with leadership and cross-functional teams to ensure seamless service delivery. Each interaction is an opportunity to make a tangible difference in someone's ability to connect, learn, and grow.

About the team
Amazon Leo Global Operations is part of the Worldwide Consumer team. Our mission is to plan, develop and execute strategies to launch and operate Amazon Leo services globally through multiple distribution channels. Our team fosters a collaborative environment where you will work with regional and local operations to develop business models, partnerships, and fixed service operations.

Basic qualifications

- Experience communicating technical details verbally and in writing
- Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays
- Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint)
- Speak, write, and read fluently in German
- High school diploma, or equivalent
- Experience using strong customer service, communication, and interpersonal skills
- Experience working directly with end customers to resolve technical issues related to internet service, network connectivity, or end customer equipment
- Understanding of internet technologies and ability to demonstrate knowledge by completing a required technical assessment
- Strong problem-solving skills with a drive to dig into the details of systems and processes to resolve customer issues
- Excellent communication skills and ability to convey insights from complex analyses to internal and end customers
- Technical curiosity and enthusiasm for learning new technologies and helping customers succeed

Preferred qualifications

- Experience working in a fast-paced, rapidly changing operations environment
- Experience in direct to consumer or business ISP and/or Satellite technical support
- Fluency in multiple languages is a plus

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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Skills and AI tools this role asks for

Customer SupportTechnical SupportTroubleshootingCommunication

Questions you could be asked

  1. Tell me about a project where customer support was part of your work. What did you do?
  2. Tell me about a project where technical support was part of your work. What did you do?
  3. Tell me about a project where troubleshooting was part of your work. What did you do?
  4. Tell me about a project where communication was part of your work. What did you do?

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  • List these exact terms on your resume: Customer Support, Technical Support, Troubleshooting, and Communication. An applicant tracking system matches the wording, not the idea.
  • Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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