Description

Are you someone that can make a huge impact on Amazon's ability to support our business growth? Are you equally comfortable digging in to business and technical issues as drilling into metrics to solve a customer problem? Then this is the position for you. We are looking for a Technical Issue Resolution Specialist to provide support for our integration ecosystem between Marketplace Hubs (Integrators) and Amazon's marketplace in Turkey. The role will deep dive into a wide variety of integration cases, find the root cause and address the best solution internally or with our partner Integrators. In this role, you will be required to build relationship and interact daily with all Integrators in order to create a timely and positive support experience. You will also be required to understand our integration APIs (MWS and SP-APIs) and provide business and technical guidance to sellers, Integrators or internal teams. An ideal candidate is a fast learner, with high curiosity to understand problems on both technical and customer point of views and own these cases until they are resolved. This position also entails to execute root cause analysis and suggest improvements to be included in our roadmap.

Key job responsibilities

• Handle 1st level support cases of multiple stakeholders (Integrators, Sellers and Amazon's internal teams)

• Constantly interact with focal points in each Integrator to quickly solve issues

• Have knowledge of the MWS/SP-APIs and the main particularities of our integrations

• Analyze integration logs and technically find out what needs to be done

• Work directly with architects to help reproduce and resolve customer issues

• Understand pain paints on the customer point of view and effectively adjust communication between technical and business.

• Work on critical, highly complex customer problems that may span beyond integration issues

• Update and expand our Knowledge Database

• Drive customer communication during critical events

Basic Qualifications

• Ability to communicate on both technical and customer level

• High customer empathy

• Written and oral communication skills

• Technical savvy and eager to learn by yourself

• Knowledge on programming languages and APIs

• Knowledge on BI/SQL

Preferred Qualifications

• Track record of managing and troubleshooting technical and integration projects

• Understanding of eCommerce and B2B Communication (XML and Webservices)