ADC Technical Customer Service Specialist

About the Role

Do you enjoy helping U.S. Intelligence Community agencies implement cutting-edge cloud computing solutions? Are you passionate about applying the latest cloud technologies while addressing technical challenges? As part of the AWS Customer Success team, you will support US Government (USG) and enterprise customers by providing exceptional training, support, and analysis of their AWS accounts and billing.

Working with a collaborative team of AWS Technical Account Managers (TAMs), Solution Architects, and other AWS teams, you’ll ensure our customers have a seamless experience while navigating AWS’s robust cloud platform. This role requires strong problem-solving, customer communication, and technical skills.

Key Responsibilities

• Customer Engagement & Account Management:

  • Serve as the customer-facing voice for USG and enterprise clients, focusing on complex account and billing issues.
  • Collaborate with customers to understand their AWS account usage and provide insights for improvement.
  • Conduct deep dive analyses on customer accounts and billing statements to identify issues or inefficiencies.
  • Educate customers on reporting options, alerts, and budgets to optimize their use of AWS.

• Issue Resolution & Support:

  • Offer prompt, efficient, and detailed customer support to address challenges and prevent issues.
  • Work cross-functionally with AWS teams to resolve customer problems, ensuring high-quality service.
  • Lead initiatives to improve the overall customer experience and the quality of AWS support services.
  • Support customers during critical AWS launches and service disruptions.

• Voice of the Customer:

  • Act as the Voice of the Customer, providing feedback to AWS leadership to enhance customer interactions and inform product strategy.
  • Suggest innovative solutions and communicate emerging customer needs and trends to AWS leadership.
  • Continuously improve knowledge-sharing resources and reference materials for the team.

What We’re Looking For

Basic Qualifications:

• US Citizen with active TS/SCI security clearance and polygraph.
• 1+ year of experience in customer service and/or account management with high-profile customers.
• Proficiency in Microsoft Excel.

Preferred Qualifications:

• Experience in leadership or account management roles.
• Strong ability to analyze and resolve complex customer problems.
• SQL or relational database experience.
• Familiarity with web technologies and cloud-based compute and storage concepts.
• Proven ability to drive cross-functional projects and deliver customer-focused results.
• Excellent communication skills (both oral and written).
• Strong customer service skills with a focus on conflict resolution and delivering a high-quality experience.

Why AWS?

Inclusive Team Culture:

AWS values diverse experiences and encourages applicants from all backgrounds. We believe everyone brings unique perspectives that help us continuously grow.

Work-Life Balance:

We offer flexible work arrangements to help employees maintain a healthy work-life balance, supporting both professional and personal success.

Mentorship & Growth:

AWS fosters a culture of mentorship and knowledge-sharing, ensuring employees have the resources to grow their careers.

Compensation & Benefits

• Base Salary Range: $46,600 - $104,200 (varies by location and experience).
• Total Compensation: Includes equity, sign-on bonuses, and a comprehensive benefits package.

For details on our benefits, visit AWS Employee Benefits.

How to Apply:

This role will remain open until filled. Apply through our Careers Page.

Amazon is an equal opportunity employer, committed to diversity and inclusion in the workplace.