DescriptionRing’s Triage OPS team is in need of dedicated, knowledgeable, and resourceful team members to join our Arizona-based team tasked with relentlessly pursuing customer satisfaction with our products and support services.Available positions are from approximately 8 PM to 7 AM MST.Key job responsibilities
Investigate individual reports of customer-reported issues and provide resolutions, feedback, and/or escalation of their issue
Monitor for, report, document, and process critical issues including mass communications to the wider team
Dive deep to create and maintain trending issues reported through various communication streams
Verify open trending issue examples reported by Customer Support
Provide support for team members across the organization via slack, email, work tickets, and other communication streams
Utilize analytics to investigate, scope, and report on trending issues
Develop methods, strategies and tools for issue investigations and tasks
Document and report on issues in writing and verbally across varying audiences
Collaborate with Customer Support teams, technical teams, management, and customers on a regular basis
Continued learning and skill development to meet increasing demands
Drive visibility and prioritization of issues based on group assignment
Self-manage prioritization of time and tasks
A day in the life
Review and monitor incoming customer reports to identify and track developing and trending issues across all products, systems, and services
Utilize analytics to investigate, scope and report on escalated issues
Facilitate communication between engineering and development teams to manage end to end issue resolution
Provide technical support and consultation for team members at all levels of the organization
Facilitate critical communications internally across all departments and externally when appropriate
Work with stakeholders from various teams to identify pain points and implement process improvements and SOPs throughout the company
About the teamThe Triage OPS team is dedicated and focused on discovering, reporting, and facilitatingsolutions for any issues that may affect our customers. We dig deep into problems to unearth their roots and swiftly address them, ensuring seamless experiences for all.The Triage OPS team works with Ring's customer service, engineering, and development teams to provide a better experience for our customers. Through collaboration and a commitment to learning and being curious, we continuously enhance our understanding and capabilities, striving for excellence in every aspect of our service.We are open to hiring candidates to work out of one of the following locations:Virtual Location - AZ | Virtual Location - FL | Virtual Location - PABasic Qualifications
2+ years of technical/customer support, data analytics, or similar experience
6+ months in an escalation, specialty, or leadership role
Advanced technical support knowledge
Strong time management skills and prioritization capabilities
Deep understanding and connection to Ring’s core values, purpose, and mission
Organized self-starter and able to begin and follow through with tasks with minimal supervision
Excellent communication skills: written, spoken, and in one-to-one and group settings
Preferred Qualifications
SQL or Splunk knowledge
Experience with Microsoft Office suite
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 visit https://www.amazon.jobs/en/disability/us.