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Seller Support Advisor, Veeqo

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Amazon

1mo ago

  • Job
    Full-time
    Entry, Junior, Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Swansea

AI generated summary

  • You must have customer service experience, troubleshooting skills, strong English communication, proficiency in MS Office, and ability to analyze data and metrics effectively.
  • You will resolve complex issues for Veeqo customers via phone, email, and chat, collaborate on projects, propose process improvements, and drive innovations in AI and automation for better support.

Requirements

  • Experience in customer service
  • Experience troubleshooting issues and root cause analysis
  • Experience using English communication skills, both written and verbal, to foster seamless interaction with stakeholders at all levels
  • Experience working with the MS Office suite (Word, Excel, Outlook) in a professional environment
  • Experience running metrics reports, analyzing data to identify problems and using data analysis to generate and explain metrics

Responsibilities

  • You'll act as a strategic support partner to Veeqo's business customers, resolving complex issues across phone, email, and live chat with expertise and full ownership.
  • You'll diagnose and solve multi-layered operational and technical challenges, collaborating with engineering and product teams where needed, while identifying patterns and trends in seller issues to proactively propose solutions, process improvements, and documentation enhancements.
  • You'll contribute to cross-functional projects, from training development and knowledge base creation to seller onboarding initiatives, and participate in on-site seller visits, supporting business launches and resolving high-impact issues in partnership with the wider Veeqo team.
  • You'll champion innovation by bringing forward ideas on how AI and automation can improve the seller experience, reduce ticket volume, and free the team to focus on higher-value work.
  • In every interaction, you'll embody Amazon's Customer Obsession Leadership Principle, building genuine, long-term relationships with the businesses you support, and contribute to a collaborative team culture through daily huddles, peer knowledge-sharing, and continuous learning.

FAQs

What are the working hours for the Seller Support Advisor role?

The shift pattern for this role is Monday through Friday, with Saturday and Sunday as rest days.

What type of support will I be providing as a Seller Support Advisor?

You will act as a strategic support partner, resolving complex issues for e-commerce businesses via phone, email, and live chat.

Will I have the opportunity to collaborate with other teams?

Yes, you will collaborate with internal teams including 2nd Line Engineers, Technical Writers, the Seller Success team, and Sales.

Is on-site support for sellers part of the role?

Yes, you will have the opportunity to participate in on-site visits at seller businesses to support their launch with Veeqo and address critical issues.

What is expected in terms of innovation and improvement?

You are encouraged to champion innovation by proposing ideas on how AI and automation can enhance the seller experience and reduce ticket volume.

What does a typical day look like for a Seller Support Advisor?

Your day includes a team huddle, balancing direct seller support and project work, such as analyzing trends, refining documentation, and developing training materials.

What qualifications are required for this role?

Basic qualifications include experience in customer service, troubleshooting and root cause analysis, strong English communication skills, and proficiency with the MS Office suite.

Are there preferred qualifications for this position?

Yes, preferred qualifications include experience in running metrics reports, analyzing data to identify problems, and generating metrics explanations.

Does Amazon promote diversity and inclusion within the workplace?

Yes, Amazon values diversity and believes that employing a diverse workforce is central to its success.

Is there any support provided for individuals with disabilities during the application process?

Yes, Amazon provides accommodations for candidates with disabilities during the application and hiring process. More information can be found on their website.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.