Description Amazon Brazil is seeking D2AS BR associates who are ready to take the next step in their career development - with the opportunity to join the Advanced Technician team for VCS Brazil! The Advanced Technician (AT) role elevates performance across four key dimensions: (1) seasoned problem-solving ability, (2) exceptional soft skills, (3) strong critical thinking, and (4) deep knowledge of and experience with Amazon devices and digital products. Advanced Technicians are driven to resolve customers' technical issues across any channel and are confident handling undocumented, technically complex cases. They are also passionate about empowering Customer Service associates to strengthen their troubleshooting skills and manage contact escalations effectively. If you enjoy solving problems, embrace new technologies, want to help elevate associates' technical capabilities, and can do all of this with a consistently friendly and professional approach - this role is for you. Required Knowledge & Skills Technical Proficiency - Demonstrated experience with a wide range of Amazon devices and digital services - In-depth knowledge of Wi-Fi technologies (devices, connectivity, and types) - Working knowledge of all major mobile and desktop operating systems (Mac / iOS / Windows) - Ability to translate complex technical information into clear, accessible language that ensures effective troubleshooting - Familiarity with Microsoft Windows, Microsoft Outlook, and Internet Explorer Customer Focus - Excellent customer service skills - Ability to empathize with and prioritize customer needs - Strong interpersonal skills - Conflict resolution and negotiation capabilities - Ability to identify customer needs and deliver appropriate solutions - Schedule flexibility, including availability for weekends, holidays, special events, and rotating shifts - Ability to work overtime as required by business needs Problem-Solving Ability - Creative and analytical approach to problem-solving, with a passion for technical support - Ability to research solutions in undocumented scenarios - Logical and structured approach to issue analysis - Strong learning agility and sound decision-making skills - Action-oriented and self-disciplined - Effective time management to maintain productivity and meet departmental standards - Comfortable working in a fast-paced, multitasking environment Communication Skills - Excellent written and verbal communication skills, with the ability to communicate clearly and accurately with both internal and external stakeholders - Strong documentation skills, including precise recording of data and actions taken - Solid comprehension skills - ability to understand and clearly articulate customer-reported issues - Strong writing skills - ability to compose grammatically correct, concise, and accurate written responses - Ability to work effectively both independently and as part of a team - Composure and professionalism in highly complex and critical situations Key job responsibilities - Provide contact support to D2AS Multilingual associates - Manage queues and real-time service levels - Handle technically complex or undocumented contacts - Support L1-L2 associates with concession exceptions and escalations (peer-to-peer functions) - Identify contact drivers and potential recurring issues, bridging operations and escalation teams, including ticket creation - Conduct contact analysis - Provide front-line customer service during low-contact-volume periods - Assist customers who request to speak with a supervisor Basic Qualifications - 6 months as an Advanced Technician in D2AS - Excellent written and verbal communication skills in Portuguese - Schedule flexibility (D2AS operates 24/7) - Advanced English proficiency - Positive performance across key quality, efficiency, and behavioral metrics over the past 3 months - Internet navigation and troubleshooting skills - Proficiency in Microsoft Outlook and MS Office applications Preferred Qualifications - Experience with Microsoft Outlook and MS Office applications 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.