ITS Support Associate, IT Services (global Service Desk) - Remote Eligible

IT Support Specialist

Amazon's IT Services support is the first point of contact for technical support requests. Our IT Support Technician spends their day fielding incoming support chats, calls and tickets on behalf of Amazon Corporate and its subsidiary employees worldwide. The successful IT Support Specialist will be customer-focused and motivated by team success. You will be innovative, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

Note: This role is part of the rekindle program.

Key job responsibilities:

• Provides comprehensive technical support to Amazon Corporate employees worldwide.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
• Diagnoses and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
• Creates and submits detailed contact logs documenting customer interactions that are accurate, thorough, and timely.
• Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
• Follows all standard operating procedures (SOP) through the effective use of Knowledge management.
• Manages a case count between 15-25 phone/chat/tickets.
• Acquires and maintains current knowledge of relevant support policies in order to provide technically accurate solutions to users.
• Assists with activities to triage and escalate any system or network outage to reduce downtime.
• Adherence to shift schedules and timeliness are key requirements.
• This role requires flexibility to support teams across APAC, EMEA and AMER time zones (24/7 Model), making adaptability in scheduling essential for success.

About the team: The Global Service Desk serves as your first point of contact for all technical support needs. Our mission is to deliver timely, effective solutions while ensuring a consistent support experience to Amazonians globally.