• Experience in a customer facing role working with customers and providing high-quality service
• Strong interest in consumer technology
• Problem-solving skills
• Proficiency in learning new technologies
• Interest in security products and problem solving in an ambiguous start up environment
• Strong German and English language skills
• Solid knowledge of Microsoft Office (Outlook, One Note, Excel, Share Point

Do you enjoy technology and unlocking all the features of a new device? Are you also a strong communicator, who can listen to customers with empathy and guide them through setup and troubleshooting with confidence and patience? Apply today to help us build a pivotal new Amazon team!

We’re looking for the right balance of technological savvy and customer obsession to join us in our recently set up technical support team based in Ireland supporting Ring Customer Service for Amazon’s home security brand, Ring. The Technical Customer Support Associate will play a critical role in Ring’s global expansion and commitment to delivering world-class support to Spanish and English-speaking customers in Europe.

A Technical Customer Support Associate will ensure devices operate as expected and deliver delightful customer support along the way through various contact types, including voice calls, chat, and email. This role will dive deep to diagnose and resolve complex problems and guide customers to the best resolution for their unique needs—always keeping account security top of mind.

The operating hours for our support are 8am to 8pm seven days a week and successful candidates will work in a rotational shift within these hours.
Ring provides on-the-job training for specific home security devices and seeks to hire people with an innate curiosity and comfort working in ambiguous and dynamic situations. A Technical Customer Support Associate collaborates with teams across Ring globally to identify, document, and escalate customer issues in a way that will help differentiate the company as a best-in-class support provider.

Key job responsibilities

• Providing prompt, efficient, detailed service to Ring’s customers
• Serving as an advocate for customers when something doesn’t feel right
• Working with cross-functional support teams to ensure a consistent and high-quality level of support
• Investigating and documenting issues
• Navigating across system applications and researching solutions with ease
• Ability to learn about Ring’s products, services, and features
• Providing advanced Ring device troubleshooting solutions including wired devices and in particular connecting the Ring Intercom product to existing Door entry systems
• Communicating trends to leadership and suggesting innovative solutions on behalf of the customer
• Delivering empathy while solving complex technical customer issues

About the team
About Ring
Since its founding in 2013, Ring has been on a mission to make neighborhoods safer, together for everyone. From the first-ever Video Doorbell, to the award-winning DIY Ring Alarm system, Ring’s smart home security product line, as well as the Neighbors app, offer users affordable whole-home and neighborhood security. At Ring, we are committed to making security accessible and convenient for everyone—while working hard to bring communities together. Ring is an Amazon company. For more information, visit www.ring.com. With Ring, you’re always home.

• Ability to document technical customer issues into notes that are consumable by other users
• Technical curiosity and excitement to learn new technologies and help customers succeed
• Excellent oral and written communication skills, both Italian and English
• Proven success in a fast-paced support environment

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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/content/en/how-we-hire/accommodations.