DSP Support Specialist, WW DSP Help

<strong>Description<br><br></strong>We are seeking experienced associates to handle incoming customer cases requiring immediate attention. This is a hands-on execution role where you will review, triage, and resolve complex or persistent unresolved cases by either responding directly to customers or routing cases to the appropriate teams. Associate will have to independently reach out to the subject matter experts to coordinate the resolution.<br><br>Key Responsibilities<br><br><ul><li> Review Incoming Cases - Monitor and review open cases and complex customer inquiries as they are received in the queue</li><li> Triage and Route Cases - Assess case complexity and urgency, then route cases to the appropriate resolution teams or escalation paths when needed</li><li> Respond to Customers - Directly respond to customer inquiries with accurate resolutions, following established SOPs and case handling guidelines</li><li> Resolve Complex Cases - Handle escalated or complex cases that require additional research, judgment, or cross-functional coordination. Independently reach out to the SMEs to coordinate the resolution</li><li> Document Case Actions - Maintain accurate case notes, resolution details, and routing decisions for quality tracking and continuous improvement</li><li> Update and/or Improve SOPs based on cases handled, ensuring accuracy, clarity, and alignment with current best practices<br><br></li></ul><strong>Required Qualifications<br><br></strong><ul><li> 4+ years customer service or case management experience</li><li> Strong written communication skills for customer-facing responses</li><li> Ability to quickly assess case complexity and make routing decisions</li><li> Experience working in high-volume, fast-paced environments</li><li> Attention to detail and commitment to quality outcomes</li><li> Comfortable working independently with minimal supervision<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li> Experience with case management systems or ticketing platforms</li><li> Background in operations or logistics environments</li><li> Familiarity with SOP-driven resolution processes</li><li> Problem-solving skills for non-standard cases<br><br></li></ul><strong>Basic Qualifications<br><br></strong><ul><li> Bachelor's degree or equivalent work experience in Business, Operations, Logistics, Supply Chain or a related field<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li> Experience working with the MS Office suite (Word, Excel, Outlook) and/or SQL in a professional environment</li><li> Speak, write, and read fluently in English<br><br></li></ul>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.<br><br><br><strong>Company</strong> - ADCI - Karnataka<br><br>Job ID: A10514601

Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...