Job Category: Customer Service & Technical Support Associates
Location: France -- Remote (Work From Home)
Employment Type: Full-Time
Job Summary
At D2AS, our Technical/Customer Service (TCS) representatives deliver timely, accurate, and professional technical support to all Amazon Retail and D2AS (Digital, Devices and Alexa Services) customers. The team is looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Customer Service (CS) Associates are technically savvy problem solvers with a focus on customer account security and issue resolution. An ideal candidate would need to be an excellent listener, quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.
We are seeking Langue des Signes Française (LSF) Customer Support Specialists to provide accessible customer service and technical support to deaf and hard-of-hearing (DHH) customers. In this role, you will interact directly with customers via video and voice channels, communicating primarily in LSF while providing troubleshooting and account support for retail and D2AS customers.
This role combines professional LSF communication with customer service and technical troubleshooting responsibilities. Associates will support customers through video-based interactions from a remote work environment and must be able to deliver clear communication, accurate documentation, and effective issue resolution.
The ideal candidate is a skilled communicator and independent problem-solver who is comfortable working in a remote environment and committed to delivering an inclusive and high-quality customer experience.
Key Responsibilities
Customer Interaction
- Provide customer support to deaf and hard-of-hearing customers using LSF via video-based communication to make technology more accessible and inclusive
- Play a key role in improving the experience of deaf and hard-of-hearing customers.
- Provide world class support through prompt, efficient, detailed service by engaging directly with Amazon Device, Digital, and Alexa customers
- Communicate clearly and professionally with customers to patiently listen to, understand, and resolve complex technical customer issues
- Use spoken communication when necessary for customers who are hard-of-hearing or do not use sign language.
- Deliver a positive and accessible customer experience.
Technical Support
- Develop detailed knowledge about Amazon Device, Digital services and features
- Assist customers with device setup, troubleshooting, and digital service inquiries.
- Provide advanced device troubleshooting solutions to diagnose and resolve technical issues related to consumer devices, connectivity, and digital services.
- Guide customers through step-by-step solutions and provide clear explanations.
Customer Advocacy
- Identify customer needs and provide appropriate solutions by being a voice and advocate for our customers when something doesn't feel right
- Act as an advocate for our customers by reporting and acting on observed areas for improvement
- Escalate complex issues when required and collaborate with internal support teams.
- Actively seek solutions to customer needs, communicate trends to leadership and provide feedback to leadership regarding customer experience (challenges or service improvements).
Proficiency
- Investigate, identify and document interactions accurately in company systems.
- Navigate multiple system applications and researching applicable solutions with ease
- Maintain detailed and accurate records in accordance with company policies.
- Work with cross-functional support teams to ensure a consistent and high-quality level of support
Compliance & Confidentiality
- Maintain strict customer confidentiality and adhere to GDPR and company data protection policies.
- Follow company procedures related to customer data and secure communication.
Basic Qualifications
- Native or near-native proficiency in Langue des Signes Française (LSF)
- B1 or basic conversational knowledge of English
- High school diploma or equivalent.
- Standard qualifications include: (a) Ability to empathize with the customer, (b) Active Listening, (c) Attention to Detail, (d) Critical Thinking, (e) Problem Solving, (d) Conflict Resolution/ Resilience, and Engagement (e) Patience while working with customers
- Strong communication and interpersonal skills and ability to foster positive relationships
- Strong interest in consumer technology and proficiency with learning new technology
- Ability to navigate multiple computer systems simultaneously.
- Ability to communicate and present a professional, courteous, and patient demeanor over the phone
- Problem-solving skills, "thinking outside of the box"
- Typing proficiency suited to customer support documentation.
- Ability to work independently in a remote work environment.
- Flexibility to work shift-based schedules including evenings, weekends, and holidays.
Preferred Qualifications
- Experience in call center or remote customer support environments.
- Previous experience supporting deaf or hard-of-hearing customers or interactive with family/ friends from the DHH community.
- Familiarity with video communication platforms like Zoom/ FaceTime etc.
Remote Work Requirements
- Dedicated private home office workspace suitable for professional video interactions.
- Workspace must be quiet, secure, and free from distractions, with no other individuals visible in the video frame.
- Stable wired internet connection capable of supporting continuous high-quality video calls. Required speed: 100 MBPS
- Ability to maintain a professional video presence during customer interactions.
- Comfortable working independently in a fully remote operating model.