Cloud Solutions Customer Support Specialist

4 weeks ago

Herndon, Virginia, United States Amazon Web Services, Inc. Full time
Position Overview:
Are you passionate about assisting U.S. Intelligence Community organizations in adopting cutting-edge cloud computing solutions and addressing technical challenges? Do you possess the skills to guide these entities in comprehending application architectures and integration methodologies, along with the consultative and leadership abilities to steer projects towards successful outcomes? Are you knowledgeable about security best practices for applications, servers, and networks? Join a customer-centric technology team dedicated to ensuring the success of Amazon Web Services (AWS) as a premier technology platform.


About AWS Customer Service:
AWS Customer Service delivers comprehensive support to a diverse array of commercial and governmental clients as they develop mission-critical applications utilizing AWS services such as Amazon EC2 and Amazon S3.


Role Responsibilities:
As a Customer Success Representative for AWS, you will interact with U.S. Government (USG) and enterprise clients, providing training, support, and analytical insights.

Your collaboration with the AWS Enterprise team, including Technical Account Managers (TAMs), Sales, and Solution Architects, will be essential. You will serve as the Subject Matter Expert on Enterprise Account and Billing matters, proactively assisting clients in circumventing potential challenges. You will delve into the root causes of issues to facilitate effective problem resolution.


Key Responsibilities Include:
  • Acting as the primary contact for USG and Enterprise clients, addressing intricate account and billing inquiries.
  • Collaborating with Enterprise clients to comprehend their utilization of AWS account and billing services, while providing constructive feedback.
  • Conducting in-depth analyses of USG/Enterprise client accounts and billing statements.
  • Educating clients on reporting options, alerts, and budget management.
  • Delivering prompt, efficient, and customer-focused service to Enterprise clients.
  • Cooperating with global customer support colleagues to maintain a consistent and high-quality support experience.
  • Leading initiatives that enhance customer interactions with AWS account and billing information.
  • Representing the Voice of the Customer for our Enterprise clients, identifying and addressing areas for improvement.
  • Proactively seeking solutions to client needs, communicating trends to leadership, and proposing innovative enhancements to the customer experience.
  • Assisting with client communications during critical AWS launches and support events.
  • Taking responsibility for acquiring comprehensive knowledge about AWS-specific products and features.
  • Collaborating with AWS teams to resolve client issues effectively.
  • Ensuring internal knowledge reference materials are kept up to date.


Security Clearance Requirement:
This position mandates that the selected candidate must currently hold and maintain an active TS/SCI security clearance with polygraph. Additionally, the candidate must agree to obtain a corresponding clearance for each government agency for which they perform AWS-related work.


Team Culture:
Our team prioritizes work-life balance, recognizing that it is not merely about the number of hours spent at home or work, but rather about establishing a flow that energizes both aspects of life. We believe that achieving the right balance between personal and professional commitments is vital for long-term happiness and fulfillment. We offer flexible working hours and encourage team members to find their own equilibrium.


Mentorship and Career Development:
We are committed to supporting new team members through mentorship and knowledge sharing. Our diverse team comprises various experience levels and tenures, fostering an environment that values growth and development. We are dedicated to your career advancement and strive to assign projects that will help each team member evolve into a more well-rounded professional, enabling them to tackle more complex tasks in the future.


Inclusive Team Culture:
At AWS, we celebrate our differences and are committed to fostering a culture of inclusion. We have numerous employee-led affinity groups, engaging 40,000 employees across over 190 chapters globally. Our innovative benefits and ongoing learning experiences, including conferences focused on diversity, reinforce our culture of inclusion.


Basic Qualifications:

  • Associate Degree OR A+ or Network+ or Security+ certification.
  • Minimum of 1 year of experience in Customer Service and/or Account Management with high-profile clients.
  • At least 1 year of advanced Excel skills (including pivot tables, vlookup, and other formulas).
  • Current, active U.S. Government Security Clearance of TS/SCI with Polygraph.


Preferred Qualifications:

  • Experience in leadership and/or account management roles.
  • A strong desire to investigate the details of systems or processes to resolve client issues.
  • Proven success in a fast-paced support environment.
  • Demonstrated ability to drive cross-functional deliverables.
  • Experience with SQL and/or other relational databases.
  • Strong familiarity with web technologies and the Internet.
  • Understanding of cloud-based computing and storage concepts.

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