Morne Smith

In my current role, I supervise and resolve complex issues escalated from L2 Associates, provide technical support for Amazon devices, and assist Accessibility Customers. I also support L2 associates through peer-to-peer chat and participate in initiatives to improve company processes.

Supported customers from the UK, handling advanced requests without supervisor intervention. Responsibilities included assisting with Echo and Alexa devices, as well as managing customer accounts and addressing concession abuse cases.

Troubleshot delivery and content issues for Prime Gaming customers, assisted with refunds and troubleshooting for Amazon Appstore and games, and escalated bugs in major Amazon Game Studios releases.

Provided support for customers in the USA, troubleshooting Kindle and Fire devices, resolving service errors, and assisting with order replacements and refunds. Ensured customer satisfaction through effective problem resolution.

Pursuing a Diploma in Systems Development with relevant coursework in Java Programming, Business and Information Systems, Computer Literacy, Computer and Network Security, and Android App Development.

Grade: Bachelors Pass

Activities and societies: Honors for being best Sound Engineer at multiple events throughout the country for School Drama plays.

Graduated with a Matric Certificate (NQF Level 4) with a Bachelors Pass. Subjects included English Home Language, Afrikaans Home Language, Information Technology, Business Studies, Physical Sciences, and Math Core. Recognized for excellence as the best Sound Engineer at multiple school events.