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Technical Support Associate, Device, Digital & Alexa Support – Kennewick, WA US

Kennewick, Washington Job ID: 200032159

While Amazon is a global company, this specific position is located inKennewick, Washingtonat7011 W Canal Drive.In order to be considered for this position, your ZIP codemustbe within 50 miles of this address.

What is Amazon Customer Service All About?
Our mission is to be Earth’s most customer-centric company. To achieve this goal, Amazon Customer Service is seeking candidates who exemplify Customer Obsession and enjoy problem solving on behalf of others. OurAmazon Leadership Principles(https://www.amazon.jobs/en/principles) are not just words on a screen – they are a driving force in the decisions we make every day.

What is Amazon D2AS All About?
The Device, Digital & Alexa Support (D2AS) Team helps to ensure a positive customer experience as it relates to Kindle, Fire Tablets, Fire TV, Fire TV Stick, Prime Video, Prime Music, Echo, Alexa and so much more.

What is the History of D2AS?
Amazon introduced the first Kindle in 2007 and offered 90,000 eBooks at launch. Kindle sold out in under 6 hours after the announcement. Since then, we have expanded to become the best-selling e-reader family in the world. We have gone beyond Kindle with our powerhouse Fire tablets and Fire operating system. For streaming media lovers, we created Amazon Fire TV, Fire TV Stick, and Fire TV with voice search. Fire TV devices come with access to 500,000 movies, TV shows, and tens of thousands of channels, and apps. In 2014, we introduced the Amazon Echo and Alexa, the voice service that powers Echo and other devices so customers can play music, control their smart homes, and get information, news, weather, and more using just their voice. Alexa is now integrated with over 20,000 third party devices from 3,500 brands. Alexa has 50,000 skills and developers in 180 countries.

What Does Amazon Need From Me?
  • This position is40 hours per weekbut may at times require overtime based on customer needs, large scale events, or peak seasons of business. Associates may work up to, but no more than, 60 hours in a week
  • Our Kennewick customer service site is open from5:00 AM to 10:00 PM (PST). Your work schedule could potentially fall anywhere in between these hours and may often require one or both weekend days
  • Amazon provides paid mandatory training and resources for new associates
  • Associates are measured on several areas including, but not limited to, schedule adherence, contact quality, efficiency, and process compliance
  • Learn a variety of skills within the Customer Service organization to support the customer and move to the area of business that needs you the most
  • Candidates willing to be flexible in their work schedule based on customer need. Flexibility is expected andrequiredof all associates

Why Amazon?
  • Except as otherwise required by law, this role pays $15.00 per hour
  • Eligibility for health care coverage plan
  • Overtime pay at 1.5x base rate
  • Employee Discount
  • Employee Assistance Program
  • A supportive team of leaders and peers
  • Gain customer service experience and build your resume

When Should I Apply?
Think you’ve got what it takes to be the next member of our team? Learn more about the requirements below and apply today! The sooner you apply, the earlier your application can be reviewed and considered.

You must NOT be a current Amazon employee. If you are an internal applicant, please reach-out to your local HR representative to discuss transfer eligibility.

Key Responsibilities
  • Work 40 hours per week and overtime up to 60 hours a week if there is a customer need, large-scale event or if peak season requires
  • Support a varying work schedule to meet our business and customer needs
  • Complete mandatory training (this schedule will be different from your work schedule upon hiring)
  • Support customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, e-mail, social media and instant messenger, or chat tools
  • Own problems and innovate on behalf of customers

The minimum requirements of this role includes: a basic understanding of Device Platforms (Desktops, Laptops, Tablets, Mobiles, Gaming consoles, Streaming devices) and Digital Services (Videos, Music, Apps, Video Games, streaming content, Cloud Storage) and associated technical terminologies; an ability to follow detailed verbal and written instructions; an ability to empathize with customers and prioritize their needs; and logical problem solving skills.

Basic Requirements:
  • Possess a High School Diploma or equivalent
Preferred Requirements:
  • Curiosity about new platforms and innovative technologies
  • Previous customer service experience
  • Previous call center experience
  • Experience in a fast paced environment
  • Experience in prioritizing tasks and time to ensure efficiency

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visithttps://www.amazon.jobs/en/disability/us.

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