Amazon High Volume Hiring

Bilingual Japanese Technical Support Associate, D2AS Flex Work From Home USA

Job ID: 190024286 | Virtual, United States

Bilingual Japanese Technical Support Associate, D2AS Flex Work From Home USA
 
In order to be considered for this position you MUST BE FLUENT IN JAPANESE AND ENGLISH and live in one of the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Michigan, Mississippi, Missouri, Nebraska, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Dakota, Tennessee, Texas, Virginia, Washington West Virginia, Wisconsin, Wyoming.

**You may NOT reside in a ZIP code that is 50 miles or less from one of our physical Customer Service Sites**
**Note, the tentative start date for this role is the week of 10/14/2019**

Job Description
Your mission will be to provide outstanding technical support for Amazon.com customers in Japanese in regards to Digital, Devices, and other technical products via phone, chat, and email. This fun and fast-paced position requires an action-oriented, technically competent, and flexible problem-solver with excellent communication skills.

Are you curious about new platforms and technologies and have a desire to deliver world-class customer service?  Are you excited by the idea of owning a problem and innovating on behalf of customers?  Can you deal with ambiguity and keep up with the pace of a company whose cycles are measured in weeks, not years?    
 
Amazon introduced the first Kindle in 2007 — at that time, it offered 90,000 eBooks and sold out 5.5 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, built for work and play with our Fire operating system. For streaming media lovers, we have created Amazon Fire TV, Fire TV Stick, and Fire TV Edition 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 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. Want to know more? Join our team!


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. Our Amazon Leadership Principles are not just words on a screen – they are a driving force in the decisions we make every day. As an Amazon Customer Service Associate (CSA) 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.
As a CSA, majority of your time will be spent helping a variety of Amazon customers and drivers by phone, and sometimes via email and chat. You will use tools and programs to navigate the site, research accounts, review options and solutions for customers, and communicate them effectively. CSA’s will learn other areas of the business and support specialty departments as needed.

What Does Amazon Need From Me?
  • Commitment to change your schedule frequently, with a two week advance notice.
  • Commitment to work when our customers need us the most. Shifts will include mornings, afternoons and evenings and typically one or both weekend days. Being available to work a flexible schedule that falls within our operating hours is required and expected.
  • Amazon provides paid mandatory training and resources for new associates. All hours assigned to you for training are mandatory, no time can be missed. After training, you will transition into your work schedule.
  • 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 who will be flexible in their work schedule based on customer need. Flexibility is expected and required of all associates.
Why Amazon (What’s In It For Me)?
  • Except as otherwise required by law, this role pays $15.00 + $1.50 language premium per hour.
  • No Commute
  • 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

Basic Requirements:
  • Provide account and application technical support to digital and device customers over the phone, chat, and email, specially troubleshooting.
  • The average amount of scheduled hours per associate generally consists of 20-29 hours per week, with the expectations to work 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)
  • Provide a work area free of any and all distractions. You must be able to devote your full undivided attention to the Amazon customer.
  • Agree you will not provide child or adult care during hours of scheduled work.
  • Possess a High School Diploma or equivalent.
  • Support customers through typing, phone, and computer skills by navigating the internet and website, multiple browsers, email, social media, and instant messenger or chat tools.
  • Follow detailed verbal and written instructions.
  • Empathize with customers and prioritize their needs.
  • 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.
Preferred Requirements:
  • Previous technical experience with digital devices
  • Previous technical training
  • Previous call center experience
  • Logical problem-solving skills
  • Experience in a fast paced environment
  • Experience in prioritizing tasks and time to ensure efficiency.
Technical Requirements:
  • A minimum of 10 mbps download and 5 mbps upload speed from a reliable internet provider (Cable, DSL or Fiber Optic/FiOS providers only). Satellite internet providers cannot be used.
  • Cannot use a wireless connection. Your device must be directly connected to router/modem via Ethernet cable.
  • Mailing address must be current and include relevant numbers (apartment, suite, etc.) PO Boxes are not supported, we must have a physical address for you to receive your equipment.
Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation / Age