TCSS (Telecom Support), AWS Customer Service

DESCRIPTION

Would you like to use the latest cloud computing technologies? Do you have an interest in helping customers understand application architectures and integration approaches? Are you familiar with best practices for applications, servers and networks? Do you want to be part of a customer facing technology team helping to ensure the success of Amazon Web Services (AWS) as a leading technology organization? If you fit the description, you might be the person we are looking for! We are a group of smart people, passionate about cloud computing, and believe that world class support is critical to customer success.

What can you expect from the role?

As a Telecom Support Specialist, you will be responsible for managing porting, phone numbers, and SMS registration for AWS services (Amazon Connect, Chime, Pinpoint, etc). Tasks will include processing port ins and port outs phone numbers, registering and configuring SMS services, procurement of new customer phone numbers, number migrations, audits and special projects. Your peers will be systems, network and software engineers working to make the AWS telephony platform more capable, scalable, reliable and efficient. This role does require the ability to work weekends.

Key job responsibilities

Work closely with product management and telephony providers to fully understand the US and international porting and number management process.

• Provide order management for local, off net and toll-free numbers through various interfaces and 3rd party platforms with a high level of accuracy and quality.
• Support SMS registration and configuration.
• Provide constant, professional communication of information to customers, vendors, and internal team members via email, phone, chat, and customer user interface.
• Perform follow up actions as necessary for incomplete orders and/or rejected orders – whilst keeping AWS support cases up to date with all timelines.
• Obtain a Letters of Agency (LOA) from the customer to request Customer Service Records (CSRs) from incumbent LEC.
• Collaborate with team members to improve the overall porting and number ordering experience for customers.
• Assist internal teams in identifying and scoping long term product automation solutions.
• Cultivate relationships with external carriers to facilitate faster problem resolution.
• Building close relationships with your customers to understand their business/operational needs and technical challenges, and help them achieve the greatest value from AWS.
• Assuming responsibility for developing detailed knowledge about AWS specific product and features

About the team

Work/Life Balance

Our team puts a high value on work-life balance. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.

Mentorship & Career Growth

Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we’re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional and enable them to take on more complex tasks in the future.

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF

BASIC QUALIFICATIONS

• Proven success in a fast-paced support environment
• Professional oral and written communication skills
• 2+ years of experience working in the Telecom/Contact Center industry.
• 1+ year of working knowledge of the Telecom industry with strong understanding of LNP processes
• Proficiency in MS Office
• Ability to learn new technologies and stay current with related field information
• Ability to work weekends

PREFERRED QUALIFICATIONS

• Experience in Technical Support
• Bachelor degree in a technical related field

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

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