Technical Specialist, Aws Trust and Safety
3 days ago
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
AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small
Key job responsibilities
Own AWS customer issues
Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support
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
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
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 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
Provides leadership and relevant teams with feedback on policies, procedures and tools that need improvement or creation
Due to being a global team with 24x7 operations of the business, must be able to work a flexible work schedule that include early or evening shifts, weekends, public holidays.
About the team
Diverse Experiences
Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture
Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
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
Able to work a flexible work schedule that includes working on early or late shifts, weekends, public holidays
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