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 vital role in maintaining the reputation of arenaflex's IP Space and email deliverability, while also helping to eliminate a wide range of online risks for our services such as Simple Email Service (SES), Simple Notification Service (SNS), and Workmail.

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 encourage candidates to apply, even if they don't meet all of the preferred qualifications and skills listed in the job description.

About the Team

Our T&S Digital Messaging Team is key in maintaining the reputation of arenaflex's IP Space and email deliverability, vetting potential abuse issues, and contacting AWS customers to put a stop to these harmful acts. The team acts as the first line of defense for arenaflex by analyzing trends and reporting findings to arenaflex service teams as needed. We are a diverse team with a passion for learning and being curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences.

Key Job Responsibilities

As an AWS Technical Customer Service Specialist, you will be responsible for:

• Owning AWS customer issues and working with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
• Acting as a subject matter expert (SME) and taking high-judgement decisions where there may be ambiguity or no established SOPs
• Identifying day-to-day operational issues and suggesting tactical solutions to assist AWS customers and departments
• Providing feedback on policies, procedures, and tools that need improvement, developing detailed knowledge about AWS specific services, and using that knowledge to identify policies or training gaps
• Being able to work independently, while knowing how/when to handle or escalate critical customer issues
• Managing their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
• Raising the bar on performance metrics such as quality, productivity, utilization, and attendance
• Acting 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
• Working all reported case types such as Email deliverability and Spam Email and handling related enforcement issues, actions, and appeals
• Taking action on abusive/non-responsive customers (applying throttles when applicable)
• Facilitating escalations to other T&S stakeholders and escalating cases judiciously to managers, service, security teams, or any other part involved, while continuing to monitor those escalations to resolution
• Distilling customer technical needs into clear, concise written documentation (e.g., case, email, etc.) and/or presenting these findings to an internal engineering team
• Able to dive into technical details and drive constructive discussions
• Providing mentorship to global peers
• Showing ability to work both Tier 1 and Tier 2 queues, offering assistance to peers or requesting support through the appropriate channels
• Showing 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
• Providing leadership and relevant teams with feedback on policies, procedures, and tools that need improvement or creation

Essential and Preferred 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 include:

+ Fluency with Web Technologies, Internet, operating systems, email servers + Understanding of Cloud Computing and AWS 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 Required for Success

* Strong technical skills, including knowledge of Internet security concepts and vulnerabilities, email servers/services, and SQL and/or another relational database experience

• Excellent communication and problem-solving skills, with the ability to work independently and as part of a team
• Ability to analyze complex technical issues and provide clear, concise written documentation and/or present findings to an internal engineering team
• Strong critical thinking and analytical skills, with the ability to carry out in-depth investigations and make accurate decisions
• Ability to work a flexible work schedule, including early or late shifts, weekends, and public holidays

Career Growth Opportunities and Learning Benefits

* arenaflex is committed to providing ongoing training and development opportunities to help you grow and succeed in your career

• Our inclusive culture empowers arenaflexians to deliver the best results for our customers, and we value diverse experiences and encourage candidates to apply
• Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences
• We offer a range of benefits, including medical, financial, and other benefits, to support your overall well-being and career growth

Work Environment and Company Culture Highlights at arenaflex

* arenaflex is a global company with a diverse and inclusive culture

• Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences
• 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

Compensation, Perks, and Benefits

* Our compensation reflects the cost of labor across several US geographic markets

• The base pay for this position ranges from $46,600/year in our lowest geographic market up to $104,200/year in our highest geographic market
• Pay is based on a number of factors, including market location and may vary depending on job-related knowledge, skills, and experience
• Amazon is a total compensation company, and dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this position. As an AWS Technical Customer Service Specialist, you will play a vital role in maintaining the reputation of arenaflex's IP Space and email deliverability, while also helping to eliminate a wide range of online risks for our services. We offer a range of benefits, including ongoing training and development opportunities, a diverse and inclusive culture, and a competitive compensation package. Apply now to join our team and help us deliver the best results for our customers! Apply for this job