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Skills and Best Practices for Cloud Support Associates

Skills and Best Practices for Cloud Support Associates

This course is part of AWS Cloud Support Associate Professional Certificate

Instructors: Rafael Lopes

4,502 already enrolled

Included with

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4 modules

Gain insight into a topic and learn the fundamentals.

28 reviews

Beginner level

No prior experience required

5 hours to complete

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

28 reviews

Beginner level

No prior experience required

5 hours to complete

Flexible schedule

Learn at your own pace

Skills you'll gain

Tools you'll learn

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

9 assignments

Taught in English

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

Learn more about Coursera for Business

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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

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.

Module details

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 videosTotal 20 minutes

Welcome to the Course3 minutes
Let's talk about Cloud Support Associate8 minutes
Cloud Support Workflow9 minutes

5 readingsTotal 18 minutes

Welcome to the Course5 minutes
Course Roadmap5 minutes
Pre-Course Survey1 minute
Improving Communication Skills5 minutes
Cloud Support Basics2 minutes

2 assignmentsTotal 6 minutes

Module 1 Quiz3 minutes
Knowledge Check3 minutes

1 pluginTotal 15 minutes

Pre-Course Survey15 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 videosTotal 35 minutes

Interviews Intro1 minute
Interview #1 Jack9 minutes
Interview #2 Ronald9 minutes
Interview #3 Aurelio6 minutes
Interview #4 Bernardo11 minutes

1 readingTotal 1 minute

Mid-Course Survey1 minute

2 assignmentsTotal 35 minutes

Module 2 Quiz5 minutes
Research Activity: Understanding Key Industry Terms30 minutes

1 discussion promptTotal 10 minutes

Self-Reflection10 minutes

1 pluginTotal 15 minutes

Mid-Course Survey15 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 videosTotal 24 minutes

Customer Support 1018 minutes
Become a Pro-active Support Superstar6 minutes
The Role of Automation in Customer Support9 minutes

3 readingsTotal 12 minutes

Becoming a Pro-Active Support Superstar2 minutes
Downloadable: Support Superstar5 minutes
Automation and Support5 minutes

2 assignmentsTotal 12 minutes

Module 3 Quiz10 minutes
Knowledge Check2 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.