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Amazon Web Services (AWS) · 10 hours ago

ADC Technical Customer Service Specialist , Amazon Dedicate Cloud (ADC) Customer Service

Jessup, MD

Full-time

Onsite

Entry Level

$47K/yr - $104K/yr

1+ years exp

Amazon Web Services (AWS) is seeking an ADC Technical Customer Service Specialist to assist U.S. Intelligence Community agencies in implementing cloud computing solutions and solving technical problems. The role involves providing training, support, and analysis to ensure customer success with AWS services, while also addressing complex account and billing issues.

Agentic AIConsultingDevOpsInformation TechnologySoftwareWeb Development

No H1B

Security Clearance Required

U.S. Citizen Only

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

Qualification

AWSCustomer ServiceAccount ManagementExcelSQLCloud ComputingWeb TechnologiesSecurity ClearanceLeadershipProblem Solving

Required

Associate's degree, or A+ or Network+ or Security+

1+ year experience in Customer Service and/or Account Management working with high-profile customers

1+ year of advanced Excel (pivot tables, vlookup and other formulas)

Current, active US Government Security Clearance of TS/SCI with Polygraph

Preferred

Experience in leadership and/or account management positions

A drive to dig into the details of a system or process to solve customer problems

Proven success in a fast paced support environment

Demonstrated success driving cross-functional deliverables

SQL and/or other relational database experience

Strong fluency with Web Technologies and the Internet

Understanding of cloud based compute and storage concepts

Benefits

Equity

Sign-on payments

Full range of medical, financial, and/or other benefits

Company

Amazon Web Services (AWS)

Glassdoor3.8

Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing.

Founded in 2002

Seattle, Washington, USA

10001+ employees