Technical Customer Service Associate - AWS

Job Description

Our Trust and Safety Team focuses on scenarios where AWS hosted resources negatively impact third parties 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 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. Work all reported case types such as Email deliverability, Spam Email, Port Scanning, DoS etc. Take action on abusive/non-responsive customers (applying throttles when applicable) Verify proper classification of incoming abuse reports Execute messaging to customers on best practices Facilitates escalations to other Trust and Safety stakeholders and escalates cases judiciously to either senior Abuse 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, 2+ years of experience in a fast paced 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) Working knowledge of networking technologies including DNS, TCP/IP, SSL, DHCP and Load Balancing Ability to learn new technologies and stay current with related field information Ability to recognize patterns Knowledge of both Windows and Linux/Unix Operating Systems Solid knowledge of security concepts (vulnerabilities, firewalls, common security issues) Knowledge of email servers/services and best practices Strong multitasking skills Strong technical support ability and aptitude in a distributed computing environment which also includes supporting end user applications and tools Proficiency in MS Office, with an emphasis on Excel Excellent written and oral communication with the ability to summarize technical customer issues into notes that are readable by other parties. Strong prioritization, time management skills, and flexibility Ability to embrace constant change with grace and control Ability to quickly learn new technologies and processes Ability to communicate openly and contribute in a team environment. Associate or Bachelor degree in a computer science related field Network+ Certification or equivalent demonstrable knowledge Security+ Certification or equivalent demonstrable knowledge Experience with Amazon Web Services products and featuresAmazon.com is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation/ Age.

Keyskills :
amazon web servicesbillingms officecash flowvoice of the customerinsurancecustomer servicefree cash flowsalesit helpdeskcustomer relations