Detalle de la Oferta

Descripción de la Oferta

DESCRIPTION

The D2AS Outreach program is responsible for escalating all trends and customer pain points brought up through reviews, device launches, and product teams. The program is designed to uncover specific issues or experiences that have affected customers by proactively reaching out to them.

A D2AS Outreach Specialist plays a critical role in the support of Amazon devices and large-scale digital offerings. As an Outreach Specialist, you will use your knowledge and expertise to ensure quality support for Amazon devices and services. You will be expected to identify and escalate key product support issues, and dive deep into contacts and data to uncover systemic problems. As a subject matter expert, you will use your intimate knowledge of customer service and Amazon products to facilitate feedback and detailed insights that drive changes and improvements to products, support strategy, and operational execution.

Key job responsibilities
-Rescuing the customer experience and rebuilding customer trust by reaching out to customers who have left a review that indicates they need help, have had a poor product experience, or have had a negative interaction with Amazon's customer service.
-Uncovering and escalating emerging or trending customer issues called out in reviews or contacts.
-Compiling customer feedback, product insights, and other learnings to spark changes and improvements to products, support strategy, and operational execution.
-Supporting pre- and post- product launch deliverables, including deep dives into contacts, content, troubleshooting workflows, and other sources; curating that information into actionable updates for KC content, Help content, ASTRO paths, and training modules.
-Driving effective teamwork, communication, collaboration, and commitment inside and outside the team.

A day in the life
D2AS Outreach Specialists make outbound calls to customers to see if they can provide troubleshooting or gather additional insight or feedback. In addition to general device reviews, they also handle Outreach work which involves working on SIMs filed directly by Product Managers to gather feedback, verify bug fixes, provide troubleshooting, and various other requests.

BASIC QUALIFICATIONS

-Previous 1+ year experience in a D2AS Advanced Technician or D2AS ECR role
-Must be fluent in Spanish
-Excellent problem-solving, decision-making abilities, critical-thinking skills and ability to determine root cause
-Strong understanding of Amazon devices and services
-Exceptional communication and interpersonal skills
-Able to communicate technical information to non-technical stakeholders
-Actively involved in Gemba and other process improvement initiatives
-Metrics at or exceeding goal for a 4 week period
-Availability to work between the hours of 7:00-18:00 (PST), any day of the week

PREFERRED QUALIFICATIONS

-A passion for delivering results and building trust with internal and external stakeholders.
-Fluency in Portuguese

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Educación Superior