Job Description

DESCRIPTION

AWS Trust and Safety Team

Amazon Web Services (AWS) is the world market leader for cloud infrastructure, services and technologies. Our Trust and Safety (T&S) Team focuses on scenarios where AWS hosted resources negatively impact third parties on the Internet in addition to eliminating a wide a range of online risk for AWS services such as Simple Email Service (SES), Simple Notification Service (SNS), Workmail.
T&S team is key in maintaining the reputation of AWS's IP Space and email deliverability. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. The T&S Team acts as the first line of defense for AWS by analyzing trends and reporting findings to AWS service teams as needed. AWS Customers may experience abuse or attacks on their resources for several reasons including incorrect use of security protocols and/or tools. The team devotes their time and attention to helping identify impactful customer scenarios such as these. They classify incoming reports of abuse while exercising sound judgment in the decisions they make. Team members display strong technical skills while providing complex AWS account support to our customers and other AWS teams. The team works to create trust and maintain customer loyalty by going above and beyond the customer's expectations to ensure Amazon Web Services remains the most customer centric company on Earth!

Key job responsibilities
AWS Technical Customer Service Specialist's responsibilities include (but are not limited to):

- Own AWS customer issues
- Work with AWS 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 AWS customers and departments
- Provide feedback on policies, procedures and tools that need improvement, developing detailed knowledge about AWS specific services and then 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)
- Facilitates escalations to other T&S stakeholders and escalates cases judiciously to managers, service, security teams or any other part involved, while continuing to monitor those escalations to resolution
- Can distill 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 when sharing correspondence with customers
- Show critical thinking and ability to carry out in-depth investigations in order to make accurate decision, monitor trends, spike of customer contacts, identify bad actors and abuse behaviour

We are open to hiring candidates to work out of one of the following locations:

Cape Town, ZAF | Waterfall City, ZAF

BASIC QUALIFICATIONS

- 2+ years experience working in Trust and Safety / Digital Messaging or technical similar environment as a Specialist
- Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.)
- Good 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
- Advanced experience with MS Excel, including functions and formulas
- High School Diploma is a minimum requirement

PREFERRED QUALIFICATIONS

- Associate/Bachelor degree in a Computer Science related field or related experience
- 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 quickly learn new technologies and processes
- Ability to recognize patterns and trends
- Solid knowledge of security concepts
- Strong multitasking skills, prioritization, time management, flexibility
- Proficiency in MS Office, with an emphasis on Excel
- Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays

#aws-emea-t&s

Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Amazon