ADC Technical Customer Service Specialist
Amazon· Operations, IT, & Support Engineering
Hybrid (Arlington, VA), Hybrid (Seattle, WA), Hybrid (Columbia, MD), Hybrid (Herndon, VA)$24.9/hr - $43.55/hrfull-timePosted 2w ago
About the role
AWS Applied AI Solutions - ADC Customer Service role focused on US Government (USG) and Enterprise customers, providing training, support and analysis, with emphasis on account/billing issues, problem resolution, and driving improvements in customer experience. Requires TS/SCI with polygraph clearance.
Responsibilities
- Being the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues
- Working with Enterprise customers to understand how they use AWS account and billing services, and providing valuable feedback
- Performing deep dive analysis on USG / Enterprise customer accounts and billing statements
- Educate customers on reporting options, alerts and budgets
- Providing prompt, efficient, detailed, customer-oriented service to Enterprise customers
- Working with customer support peers around the globe to ensure a consistent and high-quality level of support
- Driving projects that improve customer interactions with AWS account and billing information
- Acting as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
- Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- Assisting with Enterprise customer communication during AWS critical launches and support events
- Assuming responsibility for developing detailed knowledge about AWS specific product and features
- Work with AWS teams to drive resolution of issues for customers
- Making sure internal knowledge reference pages are updated
Qualifications
- Associate's degree or above, or A+ or Network+ or Security+
- 2+ years of work in the customer service/contact center industry experience
- Current, active US Government Security Clearance of TS/SCI with Polygraph
Skills
Required:Customer service / supportTechnical problem solving
Nice to have:SQL or relational databasesKnowledge of web technologies
Benefits
- Health insurance (medical, dental, vision, prescription)
- Basic Life & AD&D insurance and option for Supplemental life plans
- EAP, Mental Health Support, Medical Advice Line
- Flexible Spending Accounts
- Adoption and Surrogacy Reimbursement coverage
- 401(k) matching
- Paid time off
- Parental leave
- RSUs and sign-on payments included in package
Last updated Oct 25, 2026. Interested? Apply on the company site.
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