Technical Care Associate (TCA)

Amazon Leo is an initiative to increase global broadband access through a constellation of 3,236 satellites in low Earth orbit (LEO). Its mission is to bring fast, affordable broadband to unserved and underserved communities around the world.

At Amazon Leo, Technical Care Associates (TCA) deliver timely, accurate, and professional general and technical support to all Amazon Leo customers. The Amazon Leo Customer Support (CS) team is looking for driven individuals who are up to the challenge of solving customer issues while providing positive customer experience.

Responsibilities:

• Receive and manage customer escalations from Tier 1 support, delivering timely and effective resolutions across phone, email, and chat channels.
• Offer detailed technical support with clear and professional communication.
• Collaborate with other customer support teams to resolve complex issues.
• Document steps and resolutions in a clear, easy-to-follow format.
• Identify trends in customer issues and propose improvements to support processes.
• Help create knowledge base articles and team documentation.
• Stay current on new Amazon Leo products and features.

Requirements:

• Speak, write, and read fluently in Spanish.
• High school diploma, or equivalent.
• Experience using strong customer service, communication, and interpersonal skills.
• Experience communicating technical details verbally and in writing.
• Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays.
• Knowledge of Microsoft Office applications (Excel, Word, SharePoint, and PowerPoint).
• Experience working directly with end customers to resolve technical issues related to internet service, network connectivity, or end customer equipment.
• Excellent communication skills and ability to convey insights from complex analyses to internal and end customers.
• Technical curiosity and enthusiasm for learning new technologies and helping customers succeed.

Preferred Qualifications:

• Experience working in a fast-paced, rapidly changing operations environment.
• Experience in direct to consumer or business ISP and/or Satellite technical support.
• Fluency in multiple languages is a plus.