Triage OPS Analyst, Ring

DescriptionRing’s Triage OPS team is in need of dedicated, knowledgeable, and resourceful team members to join our Arizona-based team tasked with relentlessly pursuing customer satisfaction with our products and support services.Available positions are from approximately 8 PM to 7 AM MST.Key job responsibilities

Investigate individual reports of customer-reported issues and provide resolutions, feedback, and/or escalation of their issue

Monitor for, report, document, and process critical issues including mass communications to the wider team

Dive deep to create and maintain trending issues reported through various communication streams

Verify open trending issue examples reported by Customer Support

Provide support for team members across the organization via slack, email, work tickets, and other communication streams

Utilize analytics to investigate, scope, and report on trending issues

Develop methods, strategies and tools for issue investigations and tasks

Document and report on issues in writing and verbally across varying audiences

Collaborate with Customer Support teams, technical teams, management, and customers on a regular basis

Continued learning and skill development to meet increasing demands

Drive visibility and prioritization of issues based on group assignment

Self-manage prioritization of time and tasks

A day in the life

Review and monitor incoming customer reports to identify and track developing and trending issues across all products, systems, and services

Utilize analytics to investigate, scope and report on escalated issues

Facilitate communication between engineering and development teams to manage end to end issue resolution

Provide technical support and consultation for team members at all levels of the organization

Facilitate critical communications internally across all departments and externally when appropriate

Work with stakeholders from various teams to identify pain points and implement process improvements and SOPs throughout the company

About the teamThe Triage OPS team is dedicated and focused on discovering, reporting, and facilitatingsolutions for any issues that may affect our customers. We dig deep into problems to unearth their roots and swiftly address them, ensuring seamless experiences for all.The Triage OPS team works with Ring's customer service, engineering, and development teams to provide a better experience for our customers. Through collaboration and a commitment to learning and being curious, we continuously enhance our understanding and capabilities, striving for excellence in every aspect of our service.We are open to hiring candidates to work out of one of the following locations:Virtual Location - AZ | Virtual Location - FL | Virtual Location - PABasic Qualifications

2+ years of technical/customer support, data analytics, or similar experience

6+ months in an escalation, specialty, or leadership role

Advanced technical support knowledge

Strong time management skills and prioritization capabilities

Deep understanding and connection to Ring’s core values, purpose, and mission

Organized self-starter and able to begin and follow through with tasks with minimal supervision

Excellent communication skills: written, spoken, and in one-to-one and group settings

Preferred Qualifications

SQL or Splunk knowledge

Experience with Microsoft Office suite

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.