Massachusetts Veterans Jobs

Description

As a Recreate Technician you will work with peers on diving deep into use cases and replicating customer problems (in-house) in order to create solutions for our end users. You will work closely with returned merchandise that will require a high level of detail and failure analysis to determine the root cause of their issue. Additionally, you will learn how to implement computing systems and testing hardware to verify manufacturing escapes and report their failures. The position requires exceptional drive with critical thinking and allows for room to develop expert analysis skills and detailed knowledge of our products.

Key job responsibilities

• Analyzing RMA trends and reporting field issues to Engineering/Customer Service

• Setup, calibration and use of technical hardware to evaluate failures

• Creating automated testing and troubleshooting processes to triage sample units

• Engaging with customers on escalated technical issues and seeking solutions to their needs

• Partnering with other departments to assist with required triage and replication tasks

• Assisting with Lab management and the storing/prioritization of returned merchandise

A day in the life

• Working closely with our logistics peers to sort and organize our product returns

• Going through the "recreate" testing processes and failure analyses of returned products to determine faults in hardware

• Gathering data and return samples for review, tracking trends and tested devices through JIRA and other collaboration tools

• Experimenting with hardware tools, testing software used in Manufacturing and wireless networks analyses

• Working in a lab environment with the benefits of our official Amazon facilities

About the team

As the Recreate Team, our mission is to help strengthen the quality and longevity of our products to give our end user's the full satisfaction of their investment.

Our team members specialize in the discovery of product failures, the awareness of safety concerns and the education of product issues and knowledge to our peers in Customer Services and in public facing support articles for our end users.

Basic Qualifications

• 3+ years of customer service experience

• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays

• 2+ years of experience in technical support that is focused first and foremost in customer success

• 2+ years of experience supporting consumer WiFi / Mesh networking platforms (Linksys, D-link, Google WiFi, ASUS)

• 2+ years working with of Firewall configurations, parental controls, and commonly enabled features associated with service provider modems/routers and services

• 1+ years providing technical support for mobile devices and platforms (iOS, Android)

• Ability to work remotely

Preferred Qualifications

• 2+ years of customer service experience

• A drive to dig into the details of a system or process to solve customer problems

• Ability to document technical customer issues into notes that are consumable by other users

• Technical curiosity and excitement to learn new technologies and help customers succeed

• Excellent oral and written communication skills

• Proven success in a fast paced support environment

• Experience using Zendesk CRM

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.