Telecom Support Specialist, AWS Support

• 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
• Ability to work weekends

Amazon Web Services is now offering flexibility to choose among 3 different working models, in-office, hybrid, and virtual. • In Office: Employees will be office based and be assigned a desk in an Amazon building. Employees will be required to reside within a commutable distance of the office they are assigned to. Our current office location is in Herndon, VA.

This particular role supports the Eastern time zone, to be considered for this role, candidates must reside or relocate to Eastern time zone.

Job summary
ABOUT US
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.

ROLE DESCRIPTION
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

A day in the life
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon’s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.

About the team
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.

• Experience working with Enterprise customers
• Proven success in a fast-paced support environment
• Professional oral and written communication skills
• Bachelor degree in a technical related field

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.