Full Time Technical Support Associate

While Amazon is a global company, this role will be positioned at our Kennewick, WA site located at 7011 W Canal Drive, Suite G Kennewick, WA. 99336. Due to current COVID restrictions, you will work virtually until otherwise notified by your manager. Once you are notified of your return to site date you will be expected to work on site from that date forward. Please note our Kennewick, WA site remains open with physical distancing, cleaning and sanitization, and other safety measures in place.

In order to be considered for this position, your ZIP code must be within 50 miles of the address listed above.

What is Amazon Customer Service All About?
Earth’s most customer-centric company is seeking bright, articulate, detailed applicants with a passion to help our customers and make them smile. An Amazon Customer Service Associate (CSA) is a critical part of our mission to deliver timely, accurate and professional customer service to all Amazon customers. We are seeking candidates who enjoy problem solving, supporting customers with issues like: late packages, damaged items, promotions, returns/refunds, and much more! The majority of time spent with customers will be via phone, but you may also be required to support email and chat. Associates use a variety of tools to navigate, research, review solutions, and communicate them effectively to a variety of customers in a fun and fast-paced company.

When Amazon.com launched in 1995, it was with the mission “to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online, and endeavors to offer its customers the lowest possible prices.” This goal continues today, but Amazon’s customers are worldwide now, and have grown to include millions of Consumers, Sellers, Content Creators, and Developers & Enterprises. Each of these groups has different needs, and we always work to meet those needs, innovating new solutions to make things easier, faster, better, and more cost-effective.
Check out our Leadership Principle's here: https://www.amazon.jobs/en/working/working-amazon     Thank you for your interest in joining our teams!

Being available to work a flexible schedule that falls within our operating hours is required and expected. You may also be required to work on any/all major holidays.

Associates utilize Amazon-provided desktops and headsets to manage their work, including scheduling shifts and taking customer contacts. Associates are measured on schedule adherence, contact quality, efficiency, and process compliance.  Associates are required to communicate effectively, both written and verbally, as daily work is managed via phone, email, and/or chat.

There will be five weeks of training; Monday-Friday 8am-5pm Pacific Standard Time “PST”. The entire five weeks of your training is mandatory. No time can be missed or taken off during this period. Please reschedule any prior-commitments to be outside of training hours

What is a Full-Time position in Customer Service?
Our Kennewick customer service site is open from 05:00am-11:00pm PST. As a Full Time Amazon Customer Service employee your work schedule could fall anywhere in between these hours, and may often require one or both weekend days. You will be expected to work 40 hours per week in this role, with the additional expectation to work up-to 60 hours a week if there is a business need, large-scale event, or if peak season requires.

Working hours for all associates increase substantially during our Peak season(s) and can increase during other times of the year due to business needs. In order to support our customers, vacation requests are not granted during our Peak season(s) and identified blaockout periods unless otherwise required by law. You may also be required to work on any/all major holidays.
Compensation
Except as otherwise required by law, this role pays $16.00 per hour.

Why Amazon?

• Overtime pay at 1.5x base rate
• Employee Discount
• Resources for Living Program
• A supportive team of leaders and peers
• Gain customer service experience and build your resume
• Time Off Options
• 401k

• Dedicated to problem resolution
• Demonstrate a positive attitude
• Be able to resolve a conflict
• Are patient and helpful
• Are responsible in any given situation
• Able to collect data accurately to identify solutions
• Use situational judgement to determine actions
• Have a detail-oriented working style
• Use tools and programs to navigate the website, research accounts, review options and solutions for customers, and communicate them effectively
• Support customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, e-mail, social media, and instant messenger, or chat tools
• Complete mandatory training (this schedule will be different from your work schedule upon hiring)
• Actively problem solve and innovate on behalf of customers with good judgment to ensure the appropriate customer outcome
• Follow detailed verbal and written instructions
• Ability to empathize with and prioritize customer needs
• Opportunity to learn other areas of the business and support specialty departments as needed

• Ability to translate technical information/instructions into a simple language that would ensure seamless trouble shooting
• Demonstrate the ability to apply knowledge to new situations
• Be able to use judgement and common sense to answer customer questions
• Demonstrate willingness to share knowledge with team members and customers
• Consistently curious about technology

• Support a full-time working schedule of 40 hours up to 60 hours based on business needs that may change during the course of your assignment.
• High School Diploma or equivalent.
• Fluent English language proficiency required.
• You must provide a home work area that is free of any and all distractions. You must be able to devote your full undivided attention to the Amazon customer.
• You agree that you will not provide child or adult care during hours of scheduled work.
• Amazon provides paid mandatory training and resources for new associates. Please watch our New Hire Training (https://youtu.be/63NrmxUEHKg) video for more information.
• Capability to complete I-9 work authorization paperwork.
• Strong typing, phone, and computer navigation skills.
• Ability to follow detailed verbal and written instructions.
• Ability to participate and complete mandatory training (this schedule may be different from your production schedule upon hiring).

• Previous customer service experience.
• Previous call center experience.
• Experience working in a fast-paced environment.
• Experience in prioritizing tasks and time to ensure efficiency.

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/en/disability/us.

AUS 536738464v2

Company
 

Our overall mission is simple: we want Amazon.com to be the place where our customers can find, discover and buy anything online! Whatever our customers tell us they want, we will find the means to deliver. In doing so, we will create the most customer-centric company in the universe, a company that customers from all over the globe will recognize, value, and trust for both our products and our service. With your help, Amazon.com will continue to enable people to discover new worlds and create change in a meaningful and lasting way.