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

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced AWS Technical Customer Service Specialist - Trust and Safety, you'll play a critical role in maintaining the reputation of arenaflex's IP Space and email deliverability, while also identifying and mitigating online risks associated with our services. If you're passionate about technology, customer service, and problem-solving, we want to hear from you.

About arenaflex

arenaflex is the world's most comprehensive and broadly adopted cloud platform, pioneering cloud computing and continuously innovating to meet the evolving needs of our customers. With a diverse range of services and solutions, we empower businesses of all sizes to build, deploy, and manage applications and workloads in the cloud. Our commitment to customer-centricity, innovation, and excellence has earned us a reputation as the most customer-centric company on Earth.

About the Team

Our Trust and Safety Digital Messaging Team is a key component of arenaflex's customer support organization, responsible for identifying and mitigating online risks associated with our services. As a member of this team, you'll work closely with our customers, service teams, and other stakeholders to resolve complex technical issues and ensure a consistent and high-quality level of support. We're a diverse and inclusive team that values diverse experiences and perspectives, and we're committed to creating a culture of inclusion that empowers our employees to be proud of their differences.

Key Responsibilities

As an Experienced AWS Technical Customer Service Specialist - Trust and Safety, you'll be responsible for:

• Owning AWS customer issues and working with our 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-judgment decisions where there may be ambiguity or no established SOPs
• Identifying day-to-day operational issues and suggesting tactical solutions to assist our customers and departments
• Providing 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
• Managing your 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 Trust and Safety 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
• 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
• 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 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 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
• Ability to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays

What We Offer

* Competitive compensation package, including base pay, equity, sign-on payments, and other forms of compensation

• Comprehensive benefits package, including medical, financial, and other benefits
• Opportunities for career growth and development, including mentorship and training programs
• Inclusive culture that values diversity and promotes a culture of inclusion
• Flexible work schedule that includes working on early or late shifts, weekends, public holidays
• Opportunities to work with a diverse range of customers and stakeholders

How to Apply

If you're passionate about technology, customer service, and problem-solving, and you're looking for a challenging and rewarding career opportunity, we want to hear from you. Please submit your application, including your resume and a cover letter, through our internal or external career site. We look forward to hearing from you! Apply for this job