Description

Key Skills: SQL, Customer Support, Technical Support, Data Analytics, Amazon Marketing Cloud, Issue Resolution, Case Management, Root Cause Analysis, Documentation, Communication

Good to Have Skills: Experience with cloud-based environments, knowledge of advertising platforms, familiarity with data measurement and analytics tools, experience working with enterprise customers and agencies, understanding of privacy-safe data handling practices, ability to work in fast-paced dynamic environments.

Roles & Responsibilities:

• Track, investigate, and resolve customer questions and issues using appropriate communication channels including phone, email, and live communication.
• Act as an escalation point for the most complex and in-depth issues that potentially span multiple external and internal organizations.
• Communicate directly with internal organizations to complete root cause analyses, issue investigation, workarounds and defect resolution.
• Develop and implement complex reproduction cases to identify potential software defects, mis-configurations, or issues in customer environments.
• Use case management tools to manage and prioritize issues based on multiple factors including customer impact and complexity.
• Build and contribute to training material and documentation for both internal and customer-facing users across various platforms.
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of customer experience.
• Provide direct support to data analysts who are using Amazon Marketing Cloud for their business-critical applications.
• Write queries, code samples, tutorials, and technical articles for the customer community to improve their experience.
• Work with customers to understand how they are using services and provide feedback to development teams for improvements.
• Collaborate with internal stakeholders to drive timely customer communication and ensure issue resolution meets service level agreements.
• Drive internal projects that improve support-related processes and enhance the overall customer user experience on the platform.

Experience Required: Senior level experience in technical support roles with advanced SQL skills and ability to work with enterprise customers. Experience in handling complex technical issues and providing solutions in fast-paced environments

Key Skills

Education

Any Graduate