• Excellent oral and written communication skills in both Mandarin and English.
• Demonstrated ability in effective customer handling, showcasing strong conflict resolution, and problem-solving skills.
• Proven capacity to take ownership and exhibit a proactive approach.

As a Technical Customer Service Associate, you'll help field customer e-mail and phone contacts, interface with AWS Developer Support Reps, and represent AWS as you interact directly with our Developer community to resolve support issues. You will work with exceptionally driven, customer-obsessed customer service associates and leadership. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.

Key job responsibilities

• Handling Account and Billing related issue via three channels, Call, Chat, Email.
• Providing prompt, efficient, detailed, customer-oriented service to AWS customers.
• Acting as single point of contact for customer to communicate with internal service teams and to ensure AWS as a whole delivering a consistent and high-quality service.
• Acting as an advocate for our customer, reporting and acting on observed areas for improvement.
• Assisting with customer communication during AWS critical launches and support events.
• Adhere to the standard working hours from Monday to Friday, 9 am to 6 pm. During special seasons, a willingness to work on irregular days/hours is desired. In such instances, compliance with Labor Law will be ensured.

Why AWS?
With over 200 services hosted in 30+ global regions AWS is the world’s most comprehensive and broadly adopted cloud platform. Are you curious how it’s possible to operate and rapidly evolve at such a large scale? At AWS, you have the opportunity to learn and practice the skills and techniques that make it possible. We strive to empower our team members, and have a vision and commitment to your personal success.

Want to be a successful Amazonian?
We value diversity and each person’s unique experience. Curiosity and passion for learning let us build and grow in an industry where our services, technology and customer requirements are constantly evolving. Thinking big, tenacity, and perseverance help us conquer challenges and work through ambiguity. We earn trust by treating others with respect, speaking candidly, and quickly admitting when we are wrong.

What if I don’t have much experience? That’s okay. You will be supported in your career development here at AWS. You will have plenty of opportunities to build your technical, leadership, and business skills. This will include formal and on the job training, and a chance to learn from and collaborate with some of the brightest technical minds in the industry today. We have an inclusive and friendly environment where our builders work together to create a culture whereby each of us is able to contribute fully to deliver the best customer outcome.

About the team
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and Amaze Con (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

• 1+ year of work experience in customer service, customer management, or technical support.
• Proficient in MS Office, with moderate skills in Excel (e.g. pivot, vlookup, and etc.)
• SQL skills for data analysis
• A motivated attitude to delve into the details of systems or processes to effectively solve customer problems.