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

Join arenaflex, the world market leader for cloud infrastructure, services, and technologies, as we continue to innovate and push the boundaries of what's possible in the cloud. Our Trust and Safety (T&S) Digital Messaging Team is a key part of our efforts to maintain the reputation of arenaflex's IP Space and email deliverability, while also eliminating a wide range of online risks for our services such as Simple Email Service (SES), Simple Notification Service (SNS), and Workmail. As an Experienced Full Stack AWS Technical Customer Service Specialist - Trust and Safety, you will play a critical role in maintaining the trust and loyalty of our customers by providing exceptional support and resolving complex technical issues related to online abuse and security. You will work closely with our service teams, account managers, and customers to ensure a consistent and high-quality level of support, while also identifying day-to-day operational issues and suggesting tactical solutions to assist our customers and departments.

About the Team

Our T&S Team is a diverse and dynamic group of professionals who are passionate about making a difference in the world of cloud computing. We value diverse experiences and encourage candidates from all backgrounds to apply, even if they don't meet all of the preferred qualifications and skills listed in the job description. We believe that our unique perspectives and experiences are what make us stronger and more innovative as a team.

Why arenaflex?

arenaflex is the world's most comprehensive and broadly adopted cloud platform, and we're proud of our reputation for innovation and customer satisfaction. We're a company that values learning and curiosity, and we empower our employees to be proud of their differences. Our inclusive culture and employee-led affinity groups foster a sense of belonging and community, and we offer endless knowledge-sharing, mentorship, and career-advancing resources to help our employees develop into better-rounded professionals.

Key Responsibilities

As an Experienced Full Stack AWS Technical Customer Service Specialist - Trust and Safety, your key responsibilities will include:

• 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-judgement 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 AWS 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 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
• 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 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 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

Work Environment and Company Culture

arenaflex is a total compensation company, and 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. We offer a full range of medical, financial, and/or other benefits, and we're committed to diversity and inclusion.

How to Apply

If you're a motivated and experienced professional who is passionate about making a difference in the world of cloud computing, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter explaining why you're the ideal candidate for this role. We can't wait to hear from you! Apply for the job now! Apply for this job Apply for this job