LEAD CUSTOMER SUPPORT ASSOCIATE, STARLINK – Amazon Store

## RESPONSIBILITIES Manage and monitor daily team priorities based on volume and capacity to ensure metric goals are met Ensure team members are providing quality customer support and escalate concerns to leadership. Provide mentorship to customer support agents on resolving customer issues Lead high impact projects centered around ongoing customer experience improvements. Provide the team with clear communication on the why behind changes implemented in the support organization Identify operational gaps and provide solutions. Assist in the implementation of solutions and work cross-functionally with customer success/operations engineering teams Provide standardized and regular 1:1s with customer support associates reviewing key metrics and providing training and education Update leadership on trending customer issues and track issues effectively Field questions from customer support associates, and provide support and guidance Own transfer of knowledge from the preceding shift lead to the following shift lead Analyze team metrics to provide feedback on improvement opportunities Triage and resolve customer issues across multiple channels (digital, voice, etc.) Collaborate with internal teams; create and improve troubleshooting workflows, and resolve root cause issues ## BASIC QUALIFICATIONS: High school diploma or equivalency certificate 1+ years of experience troubleshooting a consumer or enterprise product 1+ years of experience mentoring, coaching, or training other associates ## PREFERRED SKILLS AND EXPERIENCE: 3+ years of experience troubleshooting a consumer or enterprise product 3+ years of experience in a front line technical support role diagnosing, troubleshooting, or repairing technology products Experience with reporting tools such as Excel and SQL dashboarding, reporting and visualization platforms Ability to exceed the obvious and available solution, to do whatever it takes to satisfy the customer by being relentless and taking ownership Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving customer issues, and can distill complex concepts into simple explanations Excellent empathy, active listening, and resiliency skills Strong attention to detail and excellent time management Experience configuring and troubleshooting smartphones, tablets, and smart appliances operating on Windows, Linux, iOS etc. Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.