Skip Navigation

COVID-19: Learn more about Amazon's focus on employee safety and providing a healthy work environment.

Menu
Go

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

Kennewick, Washington Job ID: 200036473

Technical Support Associate -United States (Virtual & Kennewick, WA)
As a candidate, youmustbe fluent in English and reside within 50 miles of our Kennewick, Washington site.

This role will be virtual on your start-date and we expect that this role will continue to be virtual up until 2 October 2020. Should business needs require you to work on-site ahead of this date, please note our Kennewick site remains open with physical distancing, cleaning and sanitization, and other safety measures in place including wearing of masks and temperature checks. Our Kennewick site located at 7011 W Canal Drive Kennewick, WA 99336.

This permanent position requires a full-time schedule that will vary. This includes a required average of 40 hours worked per-week on varying days (Sunday – Saturday) and shifts (morning, afternoon, evenings, overnights and potential split shifts). These hours worked may increase up to 60 hours worked per-week for short periods during Peak times.


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.As an Amazon Technical Support Associate, it is a critical part of our mission to listen to the customer’s needs, deliver timely results, accurate information, personalized resolutions, and maintain our professional environment of supporting all Amazon customers.


What is Amazon Technical Service 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 Amazon Digital?
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.

Key Responsibilities
  • 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
  • Actively problem solve and innovate on behalf of customers
  • Follow detailed verbal and written instructions
  • Provide a work area free of distractions
  • Opportunity to learn other areas of the business and support specialty departments as needed

The minimum requirements of this role include: 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.

What Does Amazon Need from Me?
  • This role will be virtual on your start date and we expect that this role will continue to be virtual up until 2 October 2020. Should business needs require you to work on site ahead of this date, please note our Kennewick site remains open with physical distancing, cleaning and sanitization, and other safety measures in place including wearing of masks and temperature checks. Our Kennewick site located at 7011 W Canal Drive Kennewick, WA 99336.
  • This permanent position requires a full-time schedule that will vary. This includes a required average of 40 hours worked per week on varying days (Sunday – Saturday) and shifts (morning, afternoon, evenings, overnights and potential split shifts). These hours worked may increase up to 60 hours worked per week for short periods.
  • Ability to change your schedule based on business needs (every 3 weeks), with a two-week advance notice.
  • You must have an internet connection with a minimum of 2 mbps download and 1 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). Satellite internet providers cannot be used.
  • Your device must be directly connected to router/modem via Ethernet cable. You cannot use a wireless connection.
  • Agree to Amazon’s Work from Home Agreement. Please watch our Work from Home Agreement (https://youtu.be/yxrpb9pKHls) video for more information.
  • Amazon provides paid mandatory training and resources for new associates. Please watch our New Hire Training (https://youtu.be/63NrmxUEHKg) video for more information.
  • Associates are measured on several areas including, but not limited to, schedule adherence, contact quality, efficiency, and process compliance.
  • Your mailing address must be current (apartment, suite, etc.) PO Boxes are not supported; a physical address required for you to receive your equipment.

Why Amazon?
  • Except as otherwise required by law, this role pays $15.00 per hour
  • 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.

If you are an internal applicant, please reach out to your local HR representative to discuss transfer eligibility.

Basic Qualifications
  • High School or equivalent diploma

Preferred Qualifications
  • Curiosity about new platforms and innovative technologies
  • Previous customer service experience
  • Previous call center experience
  • Logical problem-solving skills
  • Experience working 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.

View saved jobs

Sign up for job alerts

Be the first to know about new jobs and events by signing up for email alerts below.
US residents can text AMAZON to 77088 for mobile alerts.

By submitting this form, you are agreeing to receive outreach from Amazon about job-related opportunities and events via email or phone. Msg & data rates may apply. Text "STOP" to opt-out. Privacy Policy here.

*denotes required field

Jobs Near You

Modules