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Launched in 2006, Amazon Web Services (AWS) began exposing key infrastructure services to businesses in the form of web services -- now widely known as cloud computing. The ultimate benefit of cloud computing, and AWS, is the ability to leverage a new business model and turn capital infrastructure expenses into variable costs. Businesses no longer need to pl...
Description
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?
Amazon has built a reputation for excellence with recent examples of being named #1 in customer service, #1 most trusted, and #2 most innovative. Amazon Web Services (AWS) is carrying on that tradition while leading the world in Cloud technologies. As a member of the AWS Support team you will be at the forefront of this transformational technology assisting a global list of companies that are taking advantage of a growing set of services and features to run their mission-critical applications. You will work with leading companies in this space and directly with the engineering teams within Amazon developing these new capabilities.
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 (Abuse Investigation & Prevention)
Our Trust and Safety Team focuses on scenarios where AWS hosted resources negatively impact third parties on the Internet.
The team is key in maintaining the reputation of AWS’s IP space. The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention 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!
A Customer Service Manager (CS Manager) sets the vision, direction, and culture of their teams by managing individual and team performance expectations and goals, providing individual coaching feedback sessions, maintaining singular focus on ensuring and improving customer satisfaction, monitoring real time service levels and schedule adherence, and serving as leaders and point of contact for escalated contact resolutions.
People Management
Overall responsibilities include (but not limited to):
Project Management
Basic Qualifications
Preferred Qualifications
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