Module 2: Interviews with Support Staff
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In this post, I provide accurate answers and detailed explanations for Module 2: Interviews with Support Staff of Course 3: Skills and Best Practices for Cloud Support Associates – AWS Cloud Support Associate Professional Certificate.
Whether you’re preparing for quizzes or brushing up on your knowledge, these insights will help you master the concepts effectively. Let’s dive into the correct answers and detailed explanations for each question.
Module 2 Quiz
Graded Assignment
1. Which of the following are responsibilities of a Technical Account Manager (TAM) at AWS?
- Provide technical support to customers ✅
- Handle billing and account management
- Develop new AWS services
- Understand and advocate for customer needs ✅
Explanation:
A Technical Account Manager (TAM) at AWS is responsible for providing technical support to customers by offering guidance, best practices, and proactive recommendations. They also understand customer needs deeply and advocate internally within AWS to help enhance customer experiences. Handling billing/account management and developing new AWS services are not typical TAM responsibilities.
2. What are the key responsibilities of a senior enterprise support manager in managing and optimizing large-scale support operations?
- Designing marketing campaigns for the company’s cloud services
- Coordinating with team members to ensure 24/7 support coverage and developing strategies to improve support efficiency ✅
- Handling simple customer inquiries and escalating complex issues.
- Writing code to develop new AWS services
Explanation:
A senior enterprise support manager focuses on managing and optimizing large-scale support operations by coordinating with team members to guarantee continuous 24/7 coverage and creating strategies to enhance the efficiency and quality of support. Designing marketing campaigns, handling only simple inquiries, or writing code for new AWS services fall outside the typical responsibilities of this role.
Related contents:
Module 1: Understanding the Cloud Support Associate Role
Module 3: Customer Support Basics
Module 4: Customer Support Techniques
You might also like:
Course 1: Introduction to Information Technology and AWS Cloud
Course 2: AWS Cloud Technical Essentials
Course 4: Cloud Support Essentials: A Technical Approach
Course 5: Skills for Working as an AWS Cloud Consultant
Course 6: DevOps on AWS and Project Management
Course 7: Capstone: Preparing to work as a Cloud Support Associate