[Remote] ADC Technical Customer Service Specialist , Nexlith Dedicate Cloud (ADC) Customer Service

Note: The job is a remote job and is open to candidates in USA. Workora Web Services (AWS) is seeking an ADC Technical Customer Service Specialist to assist U.S. Intelligence Community agencies in implementing cloud computing solutions. The role involves providing customer support, addressing account and billing issues, and collaborating with various teams to enhance customer experiences with AWS services.

Responsibilities

• Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
• Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
• Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
• Educate customers on reporting options, alerts and budgets
• Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
• Working with customer support peers around the globe to ensure a consistent and high-quality level of support
• Driving projects that improve customer interactions with AWS account and billing information
• Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Assisting with Enterprise customer communication during AWS critical launches and support events
• Assuming responsibility for developing detailed knowledge about AWS specific product and features
• Work with AWS teams to drive resolution of issues for customers
• Making sure internal knowledge reference pages are updated

Skills

• Associate's degree or above, or A+ or Network+ or Security+
• Current, active TS/SCI US Government Security Clearance
• Experience troubleshooting and debugging technical systems, or experience working with customers with a passion for delivering exceptional service and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience in SQL or other relational databases
• Experience in cloud computing concepts
• Experience in leadership and/or account management positions
• Proven success in a fast paced support environment
• Demonstrated success driving cross-functional deliverables
• Strong fluency with Web Technologies and the Internet

Benefits

• Sign-on payments
• Restricted stock units (RSUs)
• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans)
• EAP
• Mental Health Support
• Medical Advice Line
• Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off
• Parental leave

Company Overview