Technology Support Specialist

Overview

We are looking for a Tier 1 Support Specialist to embed with Amazon's corporate security division. The support specialist will join a global team of help desk professionals who are collectively responsible for responding to reported security-device issues from c.500 corporate locations across the globe. You will be responsible for helping to resolve those issues through the review of incoming service requests, execution of pre-defined runbooks, dispatch of service providers, engagement of external teams, and modification of device programming where necessary. You will also serve as a primary customer point of contact on all incoming requests and will be responsible for any follow-up communications.

Location : This is an in-office role (Nashville, TN)

Employment Status : Full time, permanent contract. 40 hours per week. Morning, afternoon and weekend shift pattern.

Salary and Benefits : Starting salary around $55k. 401K, dental, vision and health contributions. 15 days PTO.

Key Responsibilities

• Attend owner-provided training on internal tools, software systems, basic hardware architecture, and terminology. Maintain functional-level knowledge of these tools and attend refresh training as needed.
• Communicate with customers, stakeholders and team members using phone, email, internal instant messaging tools, and live chat. Utilize response templates to ensure communications are consistent and within guidelines.
• Review incoming service requests from any of our hundreds of global corporate office locations.
• Using pre-defined run books and response templates, engage with customers through the corporate device ticketing system.
• Perform limited, view-only queries into the corporate security management software to verify and triage device outages.
• Collect information needed to make key decisions on next steps to resolve reported issues.
• Engage Tier II service professionals who are responsible for completing the run books, dispatching external partners for on-site repairs, and executing programming updates as needed.

Minimum Qualifications

Preferred Qualifications

Education

Physical Requirements

Please Note

The Company is an equal opportunity employer, drug-free workplace, and complies with ADA regulations as applicable. All applicants are considered for all positions without regard to race, religion, color, sex, gender, sexual orientation, pregnancy, age, national origin, ancestry, physical / mental disability, medical condition, military / veteran status, genetic information, marital status, ethnicity, alienage or any other protected classification, in accordance with applicable federal, state, and local laws. By completing this application, you are seeking to join a team of hardworking professionals dedicated to consistently delivering outstanding service to our customers and contributing to the financial success of the organization, its clients, and its employees. Equal access to programs, services, and employment is available to all qualified persons. Those applicants requiring accommodation to complete the application and / or interview process should contact a management representative.

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