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 critical role in maintaining the reputation of arenaflex's IP Space and email deliverability, vetting potential abuse issues, and providing complex AWS account support to our customers and other arenaflex teams.

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 culture, we empower our employees to be proud of their differences and strive for excellence in everything we do. Our employee-led affinity groups foster a culture of inclusion, and ongoing events and learning experiences inspire us to never stop embracing our uniqueness.

About the Team

Our T&S Digital Messaging Team is a global team with 24x7 operations, working to create trust and maintain customer loyalty by going above and beyond the customer's expectations. We are a diverse team with a wide range of experiences, and we value diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply.

Key Job Responsibilities

As an AWS Technical Customer Service Specialist, you will:

• 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.
• 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.
• Provide 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 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.

Work Environment and Company Culture

arenaflex values work-life harmony and strives for flexibility as part of our working culture. We believe that achieving success at work should never come at the expense of sacrifices at home. Our inclusive culture empowers arenaflexians to deliver the best results for our customers, and we are committed to diversity and inclusion.

Compensation and Benefits

arenaflex offers a total compensation package that includes a base pay, equity, sign-on payments, and other forms of compensation, in addition to a full range of medical, financial, and/or other benefits. 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.

How to Apply

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for this position. Please submit your application via our internal or external career site.

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