Tier 2 Escalation Specialist

T2 Escalation Specialist ------------------------------

Summary

GFK Amazon Services is seeking a bright, articulate, detail-oriented, and technical applicant interested in joining our global Tier 2 support team for the Amazon Services platform. This critical role includes real-time support, internal and external communication, executive escalation response, reporting, and root cause analysis of software and business issues that impact the Amazon selling experience. The high visibility nature of this incident management role requires extensive and professional internal and external communication, including communication to executive management. Therefore the successful candidate must be able to deliver timely, accurate and professional technical support and information to all key stakeholders around the world including both business and technical audiences. This vital position requires an action-orientated, technically competent, and flexible problem-solver with superb communication skills who will assist sellers and drive internal resolution in multiple areas including day-to-day operational support. Additional responsibilities include chronic issue and defect tracking, change management integration, and enhancing internal process and procedures.

Job Qualifications

A successful candidate will have the following skills:

Seller Focus:

- Excellent customer-service skills to apply towards third-party businesses and individual sellers
- Ability to determine seller needs and provide appropriate solutions

Technical Aptitude:

- Basic familiarity with distributed computing environments

- 1-3 years of previous technical/software support experience

- Problem ticketing, incident management, and issue escalation experience

- Ability to conceptualize and explain complex interrelated applications and system platforms

- Basic knowledge of system connectivity and networking protocols (ftp, http)

- Proficiency in Windows XP, Outlook/Exchange, Excel, Word, and Explorer

- Understanding of the Internet, Amazon.com Services, and competitor websites

- An understanding of programming languages and logic such as SQL, HTML, XML, and Perl is desired

Business acumen:

- Exemplary written and communication skills
- Demonstrated, effective conflict resolution and negotiation skills

- Excellent comprehension skills -- ability to understand and represent seller issues
- Excellent composition skills – ability to compose concise, accurate and appropriately targeted responses
- Strong time management and multitasking skills
- Exemplary self discipline, ownership and a bias for action

- Excellent project management skills demonstrating effective project scope, schedule, and delivery