HOT DESK SPECIALIST

Amazon.com

Experience:
2 - 4 Years
Location:
Hyderabad / Secunderabad
Education:
UG - Any Graduate - Any Specialization

PG - Post Graduation Not Required
Industry Type:
BPO/ITES /CRM/Transcription
Functional Area:
ITES/BPO/KPO, Customer Service, Ops.
Posted Date:
16 Mar


Job Description
Helpdesk Support:
The critical role includes real-time global support, communication, escalation, reporting, and root cause analysis of software outage events that impact the Amazon merchant experience. The high visibility nature of this incident management role requires extensive and professional internal and external communication. Therefore, the successful candidate must be able to deliver timely, accurate and professional technical support and information to all key stakeholders around the world including both business and technical audiences. This vital position requires an action-orientated, technically competent, and flexible problem-solver with excellent communication skills who will assist merchants and drive internal resolution in multiple areas including day to day operational support. Additional responsibilities include chronic issue and defect tracking, change management integration, and enhancing internal process and procedures.

Job Qualifications

A successful candidate will have the following skills:

Merchant Focus:
- Excellent merchant customer service skills to apply towards third-party businesses
- Ability to determine merchant needs and provide appropriate solutions for their business

Technical Aptitude:
- Basic familiarity with distributed computing environments
- 1-3 years of previous technical/software support experience
- An understanding of programming languages and logic including SQL, HTML, XML, and Perl (Desired)
- Problem ticketing, incident management, and issue escalation experience
- Ability to conceptualize complex interrelated applications and system platforms
- Basic knowledge of system connectivity and networking protocols (ftp, http)
- Familiarity with Windows XP and NT, Outlook/Exchange, Excel, Word, and Explorer
- Understanding of the Internet, Amazon.com Merchant Services, and competitor websites

Business acumen:
- Excellent written and communication skills
- Demonstrable effective conflict resolution and negotiating skills
- Good comprehension skills -- ability to understand and represent merchant issues
- Good composition skills – ability to compose grammatically concise and accurate responses
- Strong time management and multitasking skills
- Exemplary self-discipline and a bias for action
- Project management skills demonstrating effective project scope, schedule, and delivery
Desired Candidate Profile
Ideal candidate should meet the below criteria:
1-3 years of previous technical/software support experience
An understanding of programming languages and logic including SQL, HTML, XML, and Perl
Should have an experience Technical Support/Application support
Excellent communication skills are required
Company Profile
MNC
Contact Details

Company Name:
Amazon.com

Website:
http://www.amazon.com

Executive Name:
Bhagya

Address:
Not Mentioned

Telephone:
Not Mentioned

Reference ID:
HDS