Skills and Best Practices for Cloud Support Associates
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Skills and Best Practices for Cloud Support Associates
This course is part of AWS Cloud Support Associate Professional Certificate
Instructors: Rafael Lopes
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Skills you'll gain
- Root Cause Analysis
- Incident Management
- Problem Management
- Collaboration
- Customer and Client Support
- Customer Relationship Building
- Oral Expression
- Consultative Approaches
- Cloud Security
- Cloud Services
- Communication
- Verbal Communication Skills
- Customer Support
- Automation
- Technical Support
- Relationship Management
- Customer Relationship Management
- Technical Support and Services
Tools you'll learn
Details to know
See how employees at top companies are mastering in-demand skills
Build your Support and Operations expertise
- Learn new concepts from industry experts
- Gain a foundational understanding of a subject or tool
- Develop job-relevant skills with hands-on projects
- Earn a shareable career certificate from Amazon Web Services
There are 4 modules in this course
So far in the course series, students would have been introduced to general IT knowledge and some AWS foundations. In this course, students will be introduced to specific topics for the Support Associate role. The instructors will present the following: Cloud Support Associate best practices, how tools such as automation and genAI can help, troubleshooting methodologies, how Cloud workloads change support’s approach, root cause analysis, post-mortem writing skills, and how to be your customers’ trusted technical and business advisor.
This course will also be the first one on the series where we will bring Amazon employees in support roles to talk about their experiences and best-practices when interacting with their customers. We brought two Amazonians who work as a manager to ask them questions about hiring on the role, and two Amazonians who work as Individual Contributors assisting customers. On camera, you can expect having the dynamic duo Morgan and Raf doing their best, which is sharing their experiences, as well as lecturing topics that will give you a good idea on what to expect on the Cloud Support field.
Welcome to Module 1! This module serves as an introduction to the Cloud Support Associate (CSA) role, providing an overview of key responsibilities and best practices. Join experienced AWS professionals Raf Lopes and Morgan Willis as they share insights and anecdotes from their support careers. Explore the diverse tasks within support roles, from assisting customers with technical issues to implementing proactive strategies. Lastly, you'll gain an understanding of the unique challenges and opportunities presented by cloud support, including communication methods and escalation processes.
What's included
3 videos5 readings2 assignments1 plugin
3 videos•Total 20 minutes
- Welcome to the Course•3 minutes
- Let's talk about Cloud Support Associate•8 minutes
- Cloud Support Workflow•9 minutes
5 readings•Total 18 minutes
- Welcome to the Course•5 minutes
- Course Roadmap•5 minutes
- Pre-Course Survey•1 minute
- Improving Communication Skills•5 minutes
- Cloud Support Basics•2 minutes
2 assignments•Total 6 minutes
- Module 1 Quiz•3 minutes
- Knowledge Check•3 minutes
1 plugin•Total 15 minutes
- Pre-Course Survey•15 minutes
Welcome to Module 2! Get ready to learn from the best as we welcome Amazonians to share their support expertise. You'll gain insights into the daily routines, hiring considerations, and preferences directly from support experts, including managers and individual contributors. Prepare for an engaging exploration of creativity, innovation, and most importantly, human ingenuity.
What's included
5 videos1 reading2 assignments1 discussion prompt1 plugin
5 videos•Total 35 minutes
- Interviews Intro•1 minute
- Interview #1 Jack•9 minutes
- Interview #2 Ronald•9 minutes
- Interview #3 Aurelio•6 minutes
- Interview #4 Bernardo•11 minutes
1 reading•Total 1 minute
- Mid-Course Survey•1 minute
2 assignments•Total 35 minutes
- Module 2 Quiz•5 minutes
- Research Activity: Understanding Key Industry Terms•30 minutes
1 discussion prompt•Total 10 minutes
- Self-Reflection•10 minutes
1 plugin•Total 15 minutes
- Mid-Course Survey•15 minutes
Welcome to Module 3! In this module, you'll dive into the fundamentals of customer support in the cloud. You'll begin by understanding the core principles and best practices that define excellent customer support. Throughout the module, you'll focus on enhancing your communication skills and learn strategies to become proactive in addressing customer needs. Additionally, you'll explore how automation can streamline support processes and improve customer satisfaction. By the end of this module, you'll be well-prepared to deliver outstanding support and build strong customer relationships in a cloud environment.
What's included
3 videos3 readings2 assignments
3 videos•Total 24 minutes
- Customer Support 101•8 minutes
- Become a Pro-active Support Superstar•6 minutes
- The Role of Automation in Customer Support•9 minutes
3 readings•Total 12 minutes
- Becoming a Pro-Active Support Superstar•2 minutes
- Downloadable: Support Superstar•5 minutes
- Automation and Support•5 minutes
2 assignments•Total 12 minutes
- Module 3 Quiz•10 minutes
- Knowledge Check•2 minutes
Welcome to Module 4! In this module, you'll start by exploring how generative AI can enhance your support capabilities, followed by in-depth learning on various troubleshooting methodologies. Understand the unique impacts of cloud workloads on customer support and how to effectively manage these challenges. You'll also dive into Root Cause Analysis (RCA) to systematically identify and resolve underlying issues. By the end of this module, you'll have a comprehensive toolkit of advanced techniques to provide exceptional cloud support and drive continuous improvement.
What's included
5 videos4 readings3 assignments1 plugin
5 videos•Total 44 minutes
- How can GenAI help?•11 minutes
- Troubleshooting Methodologies•11 minutes
- How do Cloud Workloads Impact Customer Support?•8 minutes
- Root Cause Analysis•10 minutes
- The journey doesn't stop here! What are some next steps?•5 minutes
4 readings•Total 18 minutes
- Troubleshooting Methodologies•10 minutes
- Downloadable: Root Cause Analysis•5 minutes
- AWS Skill Builder•2 minutes
- Post-Course Survey•1 minute
3 assignments•Total 14 minutes
- Module 4 Quiz•2 minutes
- Final Assessment•10 minutes
- Knowledge Check•2 minutes
1 plugin•Total 15 minutes
- Post-Course Survey•15 minutes
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