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ADC Technical Customer Service Specialist

Amazon
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Hybrid (Seattle, WA), Hybrid (Arlington, VA), Hybrid (Columbia, MD), Hybrid (Herndon, VA)$24.9/hr - $43.55/hrFull-timePosted 2w ago

About the role

Part of AWS Applied AI Solutions, providing training, support and analysis to US Government (USG) and enterprise customers on AWS account and billing issues. Role involves deep-dive analysis, customer advocacy, cross-functional collaboration, and driving improvements in customer interactions with AWS account and billing information. Requires active 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
  • 2+ years of professional work experience, or experience in leadership or account management positions (preferred)
  • Experience troubleshooting and debugging technical systems, strong analytical skills, attention to detail, effective communication abilities and experience working with customers
  • Experience in SQL or other relational databases (preferred)
  • Knowledge of current web technologies (preferred)
  • Knowledge of cloud computing concepts (preferred)
  • Proven success in a fast paced support environment (preferred)
  • Demonstrated success driving cross-functional deliverables (preferred)

Skills

Required:US Government and Enterprise customer supportAccount and billing analysisCommunication and customer serviceProblem solving / troubleshooting
Nice to have:Cross-functional collaborationData analysis / SQL

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 (benefits detail as part of package)
Last updated Oct 25, 2026. Interested? Apply on the company site.

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