Technical Support Specialist (Digital Messaging), AWS Trust and Safety at Amazon

• You will be hired for a remote role that offers flexibility. However, it is important to note that the requirements of the position may change, necessitating office-based work where the role will then be in office
• Remote employees based in South Africa are expected to have a minimum available bandwidth of 20MB Upload/20 MB Download before connecting to the VPN.

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

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
• A current existing and dedicated 20MB Uncapped Fiber line is required for employees choosing the Hybrid or Remote working option. LTE lines and Wi-Fi connections are not eligible for this role - proof of connectivity will be required

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