Experienced AWS Technical Customer Service Specialist - Trust and Safety, arenaflex

Join arenaflex, the world market leader for cloud infrastructure, services, and technologies, as we seek an experienced AWS Technical Customer Service Specialist to join our Trust and Safety (T&S) Digital Messaging Team. As a key member of our team, you will play a crucial role in maintaining the reputation of arenaflex's IP Space and email deliverability, vetting potential abuse issues, and providing exceptional support to our customers.

About arenaflex

arenaflex is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Our inclusive culture empowers arenaflexians to deliver the best results for our customers. We value diverse experiences, and even if you don't meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply.

About the Team

Our Trust and Safety (T&S) Digital Messaging Team focuses on scenarios where arenaflex hosted resources negatively impact third parties on the Internet, in addition to eliminating a wide range of online risks for arenaflex services such as Simple Email Service (SES), Simple Notification Service (SNS), and Workmail. The team is key in maintaining the reputation of arenaflex's IP Space and email deliverability, vetting potential abuse issues, and providing exceptional support to our customers.

Key Job Responsibilities

- Own AWS customer issues and work with arenaflex service teams, account managers, and customers to ensure a consistent and high-quality level of support. - Act as a subject matter expert (SME) and take high-judgement decisions where there may be ambiguity or no established SOPs. - Identify day-to-day operational issues and suggest tactical solutions to assist arenaflex customers and departments. - Provide feedback on policies, procedures, and tools that need improvement, developing detailed knowledge about arenaflex specific services and using that knowledge to identify policies or training gaps. - Be able to work independently, while knowing how/when to handle or escalate critical customer issues. - Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up. - Raise the bar on performance metrics such as quality, productivity, utilization, and attendance. - Act as the Voice of the Customer by reporting and acting on observed areas for improvement while actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience. - Work all reported case types such as Email deliverability and Spam Email and handle related enforcement issues, actions, and appeals. - Take action on abusive/non-responsive customers (applying throttles when applicable). - Facilitate escalations to other T&S stakeholders and escalate cases judiciously to managers, service, security teams, or any other part involved, while continuing to monitor those escalations to resolution. - Distil customer technical needs into clear, concise written documentation (e.g., case, email, etc.) and/or present these findings to an internal engineering team. - Able to dive into technical details and drive constructive discussions. - Provide mentorship to global peers. - Show ability to work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through the appropriate channels. - Show excellent communication skills, critical thinking, and ability to carry out in-depth investigations in order to make accurate decisions, monitor trends, spike of customer contacts, identify bad actors, and abuse behavior. - Provides leadership and relevant teams with feedback on policies, procedures, and tools that need improvement or creation.

About the Role

As an AWS Technical Customer Service Specialist, you will be responsible for providing exceptional support to our customers, identifying and resolving technical issues, and working closely with arenaflex service teams and account managers to ensure a consistent and high-quality level of support. You will also be responsible for acting as a subject matter expert and taking high-judgement decisions where there may be ambiguity or no established SOPs.

Essential Qualifications

- 2+ years experience in a Trust and Safety or similar environment working with issues related to online abuse AND a High School Diploma is a minimum requirement. - Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.) AND technical support ability and aptitude regarding computing environment and end-user applications, Abuse/Security practices (Spam, Phishing etc.). - Knowledge of email servers/services and best practices & SQL and/or another relational database experience.

Preferred Qualifications

- Fluency with Web Technologies, Internet, operating systems, email servers. - Understanding of Cloud Computing and arenaflex services. - Exceptionally strong customer handling, conflict resolution, and problem-solving skills. - Experience taking ownership and driving resolution on escalated customer issues. - Excellent written and verbal communication skills with the ability to summarize technical customer issues or present findings in a team environment. - Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays.

Skills and Competencies

- Strong technical skills and knowledge of Internet security concepts and vulnerabilities. - Excellent communication and problem-solving skills. - Ability to work independently and as part of a team. - Strong analytical and critical thinking skills. - Ability to prioritize and manage multiple tasks and projects. - Strong customer service skills and ability to provide exceptional support to customers. - Ability to work in a fast-paced environment and adapt to changing priorities.

Career Growth Opportunities and Learning Benefits

- arenaflex is committed to providing ongoing learning and development opportunities to our employees. - We offer a range of training programs and resources to help you develop your skills and advance your career. - Our inclusive culture empowers arenaflexians to deliver the best results for our customers. - We value diverse experiences and encourage candidates to apply, even if they don't meet all of the preferred qualifications and skills listed in the job description.

Work Environment and Company Culture Highlights

- arenaflex is a dynamic and fast-paced work environment. - We value work-life harmony and strive for flexibility as part of our working culture. - Our inclusive culture empowers arenaflexians to deliver the best results for our customers. - We are committed to providing a safe and healthy work environment for all employees.

Compensation, Perks, and Benefits

- arenaflex offers a competitive salary and benefits package. - We offer a range of perks and benefits, including medical, financial, and other benefits. - Our compensation reflects the cost of labor across several US geographic markets. - Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience.

How to Apply

If you are a motivated and experienced professional looking for a challenging and rewarding role, please apply to this position. arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. We value diverse experiences and encourage candidates to apply, even if they don't meet all of the preferred qualifications and skills listed in the job description. Apply for this job