DESCRIPTION

Amazon Multi-Channel Commerce Fulfillment (MCCF) is seeking a Technical Customer Solutions Manager to manage escalated support tickets, triage and solve issues preventing launches, and drive post-launch success. This high-visibility role encompasses resolving technical support tickets and navigating integrations while collaborating extensively with cross-functional teams, including sales, account management, product, and engineering. The position requires ownership of customer outcomes, focus on documenting learnings, and a commitment to driving process improvements and customer advocacy. The selected candidate will support both Buy with Prime and Multi-Channel Fulfillment (MCF) products, ensuring seamless merchant experiences. We are looking for a customer-obsessed, proactive professional with proven experience in support engineering and solution management, demonstrated through successful customer launches and process improvement initiatives. This role is crucial for maintaining merchant satisfaction and contributing to the growth of Amazon’s e-commerce solutions.

Key job responsibilities

• Work cross-functionally to resolve integration issues to launch merchants on Buy with Prime product (e.g., Sales, Product, Tech).
• Utilize subject matter expertise to apply existing solutions to customers, and inventing new solutions
• Provide a consultative approach to onboard e-commerce customers on Buy with Prime product to meet customers requirements.
• Provide feedback to the customer support, onboarding, sales, and product team based on the learnings during ticket resolution

BASIC QUALIFICATIONS

• Bachelor’s degree in science, technology, engineering, math, business or equivalent.
• Experience troubleshooting and debugging technical systems
• 2+ years of Customer Service or Operations experience (email, phone or chat support) documenting customer interactions, issues, and resolutions for future reference and continuous improvement.
• 2+ Years of work experience with relevant software, and technical processes (e-commerce, Order Management Systems (OMS), Ecommerce Enterprise Resource Planning (ERP systems) HTM/JavaScript/SQL, AWS services, Microsoft Office).
• Familiarity with ecommerce developer languages (ex. React, Java Script, Liquid Code (Liquid is a template language created by Shopify)

PREFERRED QUALIFICATIONS

• Demonstrated analytical and communication skills with collaborative leadership approach
• Demonstrated proficiency in AWS services, HTML, JavaScript, and SQL
• Technical expertise in React development and Shopify’s Liquid templating language
• Experience with Microsoft Office suite and technical documentation protocols
• Strong communication skills (verbal and written), data analysis and process improvement capabilities in high-velocity environments
  Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
  Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
  Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $118,200/year in our lowest geographic market up to $204,300/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site

• Work cross-functionally to resolve integration issues to launch merchants on Buy with Prime product (e.g., Sales, Product, Tech).
• Utilize subject matter expertise to apply existing solutions to customers, and inventing new solutions
• Provide a consultative approach to onboard e-commerce customers on Buy with Prime product to meet customers requirements.
• Provide feedback to the customer support, onboarding, sales, and product team based on the learnings during ticket resolutio