Working in a dynamic environment, your responsibilities will include helping merchants resolve their issues with Amazon Pay, monitor their success rates, support their go-live , review SOPs on a regular basis and take necessary actions. Operating in a fast-moving and sometimes ambiguous environment you will work autonomously taking full control and responsibility for achieving business objectives. This role provides opportunities to work directly with external merchants, develop SOPs, and work with multiple internal stakeholders in an ever-changing business climate.
Key job responsibilities
• Work as a Technical Account Manager for all Amazon Pay merchant partners – quickly driving their issues to closure and providing excellent communication and collaboration with them and the other support members.
• Work with a team of Solution Architects to provide first level support.
• Track, file new bugs and reproduce merchant issues.
• Take ownership and drive merchant issues from inception to resolution.
• Document merchant interactions and maintain documentation to share knowledge with team members to better enhance our knowledge base.
• Bring independent analysis, communication and problem-solving to merchant escalations.
• Collaborate with the Engineering, Product Management, and Technical Support teams to drive solution for merchant issues.
- Bachelor’s degree in Information Science / Information Technology, Computer Science, Engineering or related field.
- 4+ years of experience in a technical, digital operations, or systems support role.
- Experience working directly with customers.
- Experience in troubleshooting and debugging technical systems.
- Excellent written and verbal communication skills.
- Able to explain highly technical issues to a non-technical audience. Collaborate and own.
- Take ownership and work towards a resolution.
- Excellent follow-through and attention to details.
- Solid computer science fundamentals or programming experience.
- Experience as a policy expert and escalation point for operations teams, developers, and internal business partners
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