Experienced AWS Technical Customer Service Specialist - Trust and Safety at 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 identifying and mitigating 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, pioneering cloud computing and continuously innovating to meet the needs of our customers. With a diverse and inclusive team culture, we empower our employees to learn, grow, and thrive in a dynamic and supportive environment. Our commitment to diversity, equity, and inclusion has earned us a reputation as one of the best places to work, and we're excited to welcome talented individuals like you to our team.

Key Responsibilities

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

• Owning and resolving complex customer issues related to online abuse and security
• Collaborating 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 making high-judgment decisions in ambiguous or undefined situations
• 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, and developing detailed knowledge about AWS-specific services
• Managing queues effectively, 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, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• Handling reported case types such as email deliverability and spam email, and 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 other involved parties, 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
• Diving into technical details and driving 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
• Displaying excellent communication skills, critical thinking, and ability to carry out in-depth investigations 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

About the Team

Our Trust and Safety Digital Messaging Team is a diverse and dynamic group of professionals who are passionate about maintaining the reputation of arenaflex's IP Space and email deliverability. We are committed to identifying and mitigating online risks for our services, and we work closely with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support.

Why Join arenaflex?

* Work with a world-leading cloud platform that is constantly innovating and pushing the boundaries of what is possible

• Join a diverse and inclusive team culture that empowers employees to learn, grow, and thrive
• Collaborate with talented professionals who share your passion for customer service and security
• Develop your skills and expertise in a dynamic and supportive environment
• Enjoy a comprehensive benefits package, including medical, financial, and other benefits
• Participate in ongoing training and development programs to enhance your skills and knowledge
• Work in a flexible and supportive environment that values work-life balance

Basic Qualifications

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

• High School Diploma or equivalent
• 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
• Ability to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays

Compensation and Benefits

arenaflex offers a comprehensive compensation package that includes a base salary, equity, sign-on payments, and other forms of compensation, in addition to a full range of medical, financial, and other benefits. Our compensation reflects the cost of labor across several US geographic markets, and 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 who is passionate about customer service and security, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! Apply for the job now! Apply for this job Apply for this job