L2 Service Desk Support - German, Alexa Information & Ads

At the intersection of AI and natural language understanding, voice-assistant technology is one of the most exciting industries to work in today. Alexa is Amazon's voice AI, living in the cloud and ready to help anywhere there's internet access and a device that can connect to Alexa. Making Alexa part of your day is as simple as asking a question. Alexa can play your favourite song, read the latest headlines, dim the lights in your living room, and more. Basically, Alexa wants to make your life easier, more meaningful, and more fun by helping you voice control your world, both at home and on the go.

Help make Alexa smarter by joining our Knowledge International Operations team in Cambridge, UK. We use our cultural and linguistic knowledge to localize Alexa's knowledge base so that Alexa can understand and answer more questions from customers in all languages. As a member of the team, you will be responsible for translating knowledge content into your language, following a variety of processes using our understanding of systems related to the Alexa knowledge base. We identify and correct knowledge gaps and share findings to implement scalable solutions across languages. We think from the customer's viewpoint and use our cultural and linguistic expertise to solve questions on how customers might interact with Alexa.

If you are a proactive, adaptable, and quality-driven professional who thrives in a collaborative environment, we invite you to apply for this German-speaking Support Engineer role in our Cambridge office. This is an excellent opportunity to leverage your technical expertise and language skills to make a direct impact on customer satisfaction and team metrics.

As a native German-speaking Support Engineer based out of our Cambridge office, you will be responsible for providing high-quality technical support to Alexa Question & Answering (Q&A) internal and external customers. In the role, you can expect to:

• Follow workflows with strong guidelines to localize and scale Alexa's Q&A understanding, using internal localization tools and engines
• Create relevant and engaging content for customers based in your language's locale
• Use your language expertise to perform Quality Assurance testing, ensuring that the content you localize is understood correctly and enables Alexa to sound like a local
• Work across a set of internal applications and platforms to analyze where Alexa fails to provide an optimal answer
• Act as the first line of defence by troubleshooting top semantic frictions/defects using a set of semantic Q&A tools and implement fixes to drive improvements in Alexa's performance in your language
• Manage trouble tickets to resolution or escalation, leveraging existing documentation, procedures, and tools
• Triage complex problems to appropriate teams and track through to resolution
• Interface with a variety of business and technical teams to resolve blockers and share language specific defect trends to fix problems at the root
• Provide detailed data and communication in tickets, documenting your investigation actions and next steps
• Adhere to SLA thresholds for defects and stakeholder requests while ensuring all tasks are implemented to our high bar for quality processes
• Generate service metrics using scripts and/or documentation
• Apply your unique skillset to improve team processes and highlight documentation or training needs
• Impart your knowledge to team members through peer reviews, trainings and/or support sessions

• Fluency in German and English, with strong written and verbal communication abilities
• Demonstrable ability to think around issues and look at the wider picture in order to provide solutions through a variety of problem-solving techniques
• Ability to thrive under pressure and adapt to a fast-paced environment
• Ability to keep up with changing project conventions and newly launching projects
• Excellent organizational skills and attention to detail
• Strong analytical, communication and interpersonal skills
• Commitment to providing high-quality support and exceptional customer service
• Proficiency in generating accurate and complete support documentation
• Good judgment and decision-making skills
• Proficient with Microsoft Office products

• One or more years of experience as a transcriber or annotator
• Quick in adapting to new processes and workflows
• Writing/editing experience and familiarity with content production processes
• Experience/Familiarity with ontologies and/or knowledge representations
• Experience/Familiarity in SQL
• Experience in a technical support or similar role