Amazon Web Services
Skills and Best Practices for Cloud Support Associates
Amazon Web Services

Skills and Best Practices for Cloud Support Associates

This course is part of AWS Cloud Support Associate Professional Certificate

Taught in English

Morgan Willis
Rafael Lopes

Instructors: Morgan Willis

Top Instructor

Included with Coursera Plus

Course

Gain insight into a topic and learn the fundamentals

Beginner level
No prior experience required
4 hours (approximately)
Flexible schedule
Learn at your own pace

Details to know

Shareable certificate

Add to your LinkedIn profile

Recently updated!

May 2024

Assessments

9 assignments

Course

Gain insight into a topic and learn the fundamentals

Beginner level
No prior experience required
4 hours (approximately)
Flexible schedule
Learn at your own pace

See how employees at top companies are mastering in-demand skills

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Build your Support and Operations expertise

This course is part of the AWS Cloud Support Associate Professional Certificate
When you enroll in this course, you'll also be enrolled in this Professional Certificate.
  • 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
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Earn a career certificate

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There are 4 modules in this course

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

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

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

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

Instructors

Morgan Willis

Top Instructor

Amazon Web Services
26 Courses740,212 learners

Offered by

Recommended if you're interested in Support and Operations

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