Cloud Operation Associate

Taos Cloud Operations Customer Service provides global support to a wide range of external customers as they build mission-critical applications on top of Cloud services such as AWS, Azure and GCP. We help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. We help with account and billing related inquiries, and interface with Taos teams to provide the perspective of the Voice of the Customer.

Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers the world’s internet companies? Are you passionate about driving customer success? Interested in learning new technologies? Do you thrive in a dynamic, fast-paced environment? Do you love discussing new technologies with your friends and family? Does the idea of launching a load balanced java application in Singapore from your laptop in Seattle make you smile?

As a Taos Cloud Operations Associate, you will help field customer e-mail and phone contacts, interface with Taos L3 Support Reps, and represent AWS, Azure and GCP as you interact directly with our Engineering community to resolve support issues. You will work with exceptionally driven, customer-obsessed customer service associates and leadership. You will act as a Cloud Computing evangelist in the leading edge of this growing industry.

In addition, your responsibilities will include, but will not be limited to, the following:

• Providing prompt, efficient, detailed, customer-oriented service to Taos customers.
• Working with other customer support teams to ensure a consistent and high-quality level of support.
• Being a voice and advocate for our customers when something does not feel right.
• Working with customers to understand how they use Cloud services, and providing valuable feedback to business and development teams.
• Acting as an advocate for our customer, reporting and acting on observed areas for improvement.
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience.
• Assisting with customer communication during critical launches and support events.
• Assuming responsibility for developing detailed knowledge about specific product lines and features.
• Making sure internal knowledge reference pages are updated.

BASIC QUALIFICATIONS

• Minimum of 1 year working directly with one of the three cloud services – AWS, Azure or GCP Consoles and Services
• Familiarity with Web Technologies and the Internet.
• Experience working directly with customers to resolve issues.
• Proficiency with Windows, Networking, and MS Office
• Ability to summarize technical customer issues into notes that are readable by other parties (you can paraphrase a complex issue while writing for comprehension).
• Ability to work weekends and/or evenings.

PREFERRED QUALIFICATIONS

• Experience in Technical Support.
• A drive to dig into the details of a system or process to solve customer problems.
• Some college experience or hands on experience in a technical field.
• Excitement to learn new technologies and help customers succeed.
• Excellent oral and written communication skills.
• Proven success in a fast-paced support environment.
• Known as the go-to person in your family for technology related questions.

#LI – Posted