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  • Posted: Nov 5, 2021
    Deadline: Not specified
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  • Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform.


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    T&S Associate (Messaging), Trust and Safety

    DESCRIPTION
    Job summary

    • Do you think Cloud Computing is fascinating? Do you ever ponder the backbone that powers internet TV and social media? Are you passionate about driving customer success, eager to learn new technologies, and someone who loves discussing them with friends and family? Do you thrive in a dynamic, fast-paced environment? Does the idea of launching a load balanced java application in Singapore from your laptop in South Africa intrigue you?
    • AWS Support provides support to a global list of customers that are building mission-critical applications on top of AWS services. The team is a self-standing P&L with the ability to drive both Free Cash Flow and world class customer experience. Our team of talented engineers is located in 4 countries around the world to provide support to our customers 365 days a year, 24 hours a day.

    AWS Trust and Safety Team

    Our Trust and Safety Team focuses on scenarios where AWS hosted resources negatively impact third party on the Internet in addition to eliminating a wide a range of online risk for Simple Email Services. The 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 Trust and Safety 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!

    AWS Abuse/SES Technical Customer Service Associate Responsibilities (include but are not limited to):

    •  Own AWS customer issues
    •  Quickly assess customer issues in order to provide accurate support by written and verbal communication and be required to contact customers by phone.
    •  Be able to work independently, while knowing how/when to handle or escalate critical customer issues
    •  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
    •  Manage their queues effectively by working and moving cases/tickets to relevant departments and providing required follow-up
    •  Maintain acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
    •  Due to the 24x7 operations of the business, must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
    •  Process limit increase request on behalf of AWS customers in line with policy.
    •  Execute messaging to customers on best practices
    •  Facilitates escalations to other Trust and Safety stakeholders and escalates cases judiciously to either senior Investigation & Prevention team members and/or to service teams, while continuing to monitor those escalations to resolution

     Monitor queues for trends

    •  Provides leadership and security teams with feedback on policies, procedures and tools that need improvement or creation
    •  Calls out incidents and trends to senior Trust and Safety team members and/or Security stakeholders

    BASIC QUALIFICATIONS

    •  High School Diploma
    •  Background with eCommerce, risk, and fraud investigations
    •  2+ years of experience in a customer support or IT Help Desk environment working within trouble ticketing/tracking systems and complex billing systems
    •  Familiarity with Web Technologies and the Internet (preferably website hosting or building)
    •  Familiarity with networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing
    •  Proficiency in MS Office, with an emphasis on Excel
    •  Strong prioritization, time management skills, and flexibility
    •  Ability to communicate complex transactional issues correctly and clearly to both internal and external customer
    •  A 10MB fiber line is required to facilitate working from home until we return into office

    PREFERRED QUALIFICATIONS

    •  Network+ Certification or equivalent demonstrable knowledge
    •  Security+ Certification or equivalent demonstrable knowledge
    •  Experience with Amazon Web Services products and features

    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.

    Method of Application

    Interested and qualified? Go to Amazon on www.amazon.jobs to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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