Amazon - Arlington, VA
posted 2 months ago
Amazon Web Services (AWS) is seeking a Customer Support Specialist to join the Global Deal Strategy and Programs (GDSP) and the AWS Private Pricing Programs and Experiences (3PX) team. The AWS Private Pricing Program offers customers access to commercial benefits in exchange for multi-year spend commitments and the opportunity to accelerate cloud transformation journeys by delivering pricing value, access to services, and opportunities to innovate. AWS Private Pricing drives extensive, deep, and longer-lasting relationships with customers. As a 3PX Customer Support Specialist, you will analyze customer requests to identify recurring themes and friction points in the customer experience, report insights to internal stakeholders, and drive continuous improvements. In this role, you will respond to Private Pricing Program questions from AWS field sellers and partners, as well as customer interactions impacting process, milestones, and best practices. We are looking for self-learning customer solution experts driven to deliver courteous customer engagements with speed. If you work independently, solve customer problems, communicate effectively, and influence others to achieve mutual goals, this may be the opportunity for you. Key responsibilities include learning and applying the fundamentals of the Private Pricing Program to become a subject matter expert for customer support, analyzing customer support data to identify themes and friction points in the customer experience, and responding to questions from internal and external customers in alignment with team SOPs, quality metrics, and SLAs. You will also deliver business reviews to key stakeholders to provide insights and metrics, offer recommendations for short-term customer solutions while contributing to long-term sustainable solutions at scale, and contribute to improving efficiencies through automation, effective measurement, inspection, and communication for enhanced functional performance.