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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.