Job Description

Amazon's IT Support Technician provides technical support to corporate employees worldwide, handling incoming support requests via chat, calls, and tickets. The role requires a customer-focused individual who can adapt quickly to new processes while maintaining high productivity and quality support.

Requirements

1+ years of corporate setting Windows, Mac or Linux Operating systems support experience
Experience troubleshooting integrated and interdependent computer systems
Experience with network troubleshooting and support
Bachelor's degree or equivalent

Responsibilities

Provides comprehensive technical support to Amazon Corporate employees worldwide
Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner
Diagnose and troubleshoot end user computing problems
Creates and submits detailed contact logs documenting customer interactions
Informs customer of needed repairs and answers basic questions
Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Manage a case count between 15-25 phone/chat/tickets
Acquire and maintain current knowledge of relevant support policies
Assists with activities to triage and escalate any system or network outage
Adherence to shift schedules and timeliness are key requirements
Willingness to work flexible shifts (24/7) model, weekends and holidays

Benefits

Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.