At eero we pride ourselves on customer obsession, delivering best-in-class support. As an eero Tier 2 Order Management Escalation Tech, your primary responsibilities are supporting our broader Customer Support teams by resolving order management concerns/tickets, assisting customers with OM related concerns, and assisting with OM escalations. An ideal candidate will be self-motivated to learn and grow to gain the ability to troubleshoot the ever-growing number of devices. Approachability is paramount to fostering a healthy and collaborative team environment.
You are passionate about networking and the future of home WiFi, and are an unrelenting problem-solver who loves to help customers. This role will work closely with our call centers in the US and EU, and interact with most of the teams at eero. You take pride in doing excellent work, love balancing multiple projects simultaneously, and can both teach and learn from those around you.
Due to the nature of the work, we’re looking for coverage 7am-11pm CST, 7 days a week. The coverage will naturally occur by more than one person, and specific schedules will be organized amongst the team.
Key job responsibilities
- Process warranty replacement orders and refunds
- Process eero Secure cancellations and refunds
- Manage eero.com and eero Secure discount codes
- Identify and track trending order, return, and billing issues
- Approve OM escalations from T1 agents
- Work through OM UAQ tickets from end customers- 2+ years of customer service experience
- Experience handling ambiguous or undefined challenges through strong problem solving abilities
- Experience working in a fast-paced, team environment
- Can manage multiple projects and meet deadlines
- 1+ years of using a CRM (Customer Relationship Management) tool experience
- Familiarity with inventory management principles and practices
- Proficient in using order management software (Netsuite)- Experience within e-commerce or Retail fields
- Knowledge of order fulfillment, shipping, and logistics processes
- Certifications in customer service or order management
- Excellent communication and interpersonal skills, both written and verbal
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $35,800/year in our lowest geographic market up to $65,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
