Cloud Support Team Lead - Networking

Job description

DESCRIPTION

Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.

Are you someone that thrives in a dynamic, fast-paced environment? Do you enjoy developing, measuring, and delivering quality control mechanisms which exceed organizational expectations? Are you someone that can drive improvements across a global organization to ensure customers receive world class support? Are you excited about learning a new feature or product to assist with training development and mentoring? If so, you may be what we're looking for! As a Team Lead you will be a quality driven technical mentor within the AWS Support organization. Responsibilities include, but are not limited to the following:

· Own and drive various aspects of quality assurance from technical support team perspective:
· Review cases and provide appropriate feedback to support engineers, coaching them on their customer interactions and troubleshooting
· Analyze previous customer cases to identify trends and customer pain-points to drive improvements
· Monitor key network indicators like service levels, contact counts and quality metrics; establish quality metrics as needed
· Maintain technical proficiency in all AWS products for training, mentoring, and customer interaction purposes
· Drive changes that improve support-related processes. Identify and address any gaps in internal tools and processes
· Partner with our internal Training team to provide input on new service offerings, features, mentoring, and define general technical needs of the team
· Assist with team coordination and customer communications during AWS critical launches and support events
· Act as key member of the hiring team that hires and develops the best
· Position based in North Dallas County, TX

Desired profile

BASIC QUALIFICATIONS

· Bachelor's degree in Information Science / Information Technology, Computer Science, Engineering, Mathematics, Physics, or a related field, or equivalent work experience
· 3+ years of experience in a technical position
· 3+ years of experience mentoring/coaching