Ticketing Associate, Ticketing Resolution and Integration

This role has a unique opportunity to directly serve our customers by resolving their issues while also working with internal teams on identifying trends and opportunities to mitigate customer issues ongoing. You will also undertake ongoing analysis of tickets to identify trends and work to mitigate and reduce future ticket volume. In this role you will partner with our Engineering/Product teams across locations.

Key job responsibilities
A successful candidate should:

- Actively manage a customer issue ticketing queue and Service Level Agreement (SLAs) and provide root-cause analysis and solution for customer reported issues for multi-platform devices and content worldwide.
- Execute daily operations in the form of live chats, ticket handling & customer outreach, and problem solving for a rapidly growing network in an AUX model structure.
- Demonstrate excellent communication skills with experience handling direct customers live
- Work a flexible schedule/shift, including weekends, nights, and/or holidays in an AUX model
- Support the testing and launch of new tools and processes within the Customer Service workflow service.
- Provide feedback to the Digital, Device and Alexa Knowledge Management and developer teams with recommendations.
- Assist in identifying knowledge gaps within CS and work with partner teams to bridge the gap of identified issues
- Partner with Digital & Device Command Center (D2C2) on identifying systemic issues or tracking known bugs and report prioritized list based on impact.
- Identify potential high severity tickets based on ticket trends.

This will be an onsite role, and candidate should be flexible in work timing (including night shifts, rotational weekly offs/shifts and AUX model) and be ready at hand to meet targets.

We value individual expression, respect different opinions, and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazon’s mission of being Earth’s most customer-centric company.

About the team
The D2AS Ticketing Resolution and Integration (D2AS - TRI) team is an integral part of Amazon's global Customer Service network by being the first-line support for customer's escalated technical issues.

Our team specializes in resolving complex technical problems across Digital, Device, Alexa, and Content ecosystems while working closely with internal teams to identify and mitigate recurring issues. Operating in a 24/7 environment, we combine technical expertise with data-driven insights to deliver excellent customer service.