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

Join arenaflex, the world's most comprehensive and broadly adopted cloud platform, as an Experienced AWS Technical Customer Service Specialist - Trust and Safety. As a key member of our Trust and Safety Digital Messaging 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 market leader for cloud infrastructure, services, and technologies. 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.

About the Team

Our Trust and Safety 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 range of experiences, and we value diverse experiences. If you do not meet all of the preferred qualifications and skills listed in the job description, we encourage you to apply.

Key Job Responsibilities

As an Experienced AWS Technical Customer Service Specialist - Trust and Safety, 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, 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 Qualifications

* 2+ years experience in a Trust and Safety or similar environment working with issues related to online abuse

• High School Diploma is a minimum requirement
• Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues, etc.)
• 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 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

Work Environment and Company Culture

arenaflex values work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can't achieve. Our inclusive culture empowers arenaflexians to deliver the best results for our customers.

Compensation 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. 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.

How to Apply

If you are a motivated and experienced professional looking for a challenging and rewarding role, please apply via our internal or external career site. We are an equal opportunity employer and do not discriminate on the basis of protected veteran status, disability, or other legally protected status. Apply for this job