Join arenaflex, the world market leader for cloud infrastructure, services, and technologies, as we seek an experienced AWS Technical Customer Service Specialist to join our Trust and Safety (T&S) Digital Messaging Team. As a key member of our team, you will play a vital role in maintaining the reputation of arenaflex's IP Space and email deliverability, vetting potential abuse issues, and contacting AWS customers to put a stop to harmful acts.
**About arenaflex**
arenaflex 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. Our inclusive team culture empowers us to be proud of our differences, and our ongoing events and learning experiences inspire us to never stop embracing our uniqueness.
**About the Team**
Our Trust and Safety (T&S) Digital Messaging Team is key in maintaining the reputation of arenaflex's IP Space and email deliverability, vetting potential abuse issues, and contacting AWS customers to put a stop to harmful acts. The team acts as the first line of defense for arenaflex by analyzing trends and reporting findings to arenaflex service teams as needed. Our team members display strong technical skills while providing complex arenaflex account support to our customers and other arenaflex teams.
**Key Job Responsibilities**
* Own AWS customer issues and work with arenaflex 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 arenaflex 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 distil 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 thinking, and ability to carry out in-depth investigations in order to make accurate decisions, monitor trends, spike of customer contacts, identify bad actors, and abuse behavior
* 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 includes early or evening shifts, weekends, public holidays.
**Essential Qualifications**
* 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
* Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.) AND 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
**Preferred Qualifications**
* Fluency with Web Technologies, Internet, operating systems, email servers
* Understanding of Cloud Computing and arenaflex 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
**Skills and Competencies Required for Success**
* Strong technical skills with a focus on Internet security concepts and vulnerabilities
* Excellent communication and problem-solving skills
* Ability to work independently and as part of a team
* Strong analytical and critical thinking skills
* Ability to distil complex technical information into clear, concise written documentation
* Strong customer handling and conflict resolution skills
* Ability to work a flexible work schedule that includes early or evening shifts, weekends, public holidays
**Career Growth Opportunities and Learning Benefits**
* arenaflex is committed to the growth and development of our employees, and we offer a range of training and development opportunities to help you achieve your career goals.
* Our inclusive team culture empowers us to be proud of our differences, and our ongoing events and learning experiences inspire us to never stop embracing our uniqueness.
* arenaflex is a total compensation company, and our compensation reflects the cost of labor across several US geographic markets.
**Work Environment and Company Culture Highlights at arenaflex**
* arenaflex is a global company with a diverse and inclusive team culture.
* Our team members are passionate about delivering exceptional customer service and are committed to maintaining the reputation of arenaflex's IP Space and email deliverability.
* We prioritize work-life balance and offer flexible work arrangements to support our employees' needs.
* arenaflex is committed to diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and inclusive for all employees.
**Compensation, Perks, and Benefits**
* arenaflex is a total compensation company, and our compensation reflects the cost of labor across several US geographic markets.
* The base pay for this position ranges from $46,600/year in our lowest geographic market up to $104,200/year in our highest geographic market.
* Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience.
* arenaflex offers a range of benefits, including medical, financial, and other benefits, to support the well-being of our employees.
**Conclusion**
If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity to join our Trust and Safety (T&S) Digital Messaging Team at arenaflex. As a key member of our team, you will play a vital role in maintaining the reputation of arenaflex's IP Space and email deliverability, vetting potential abuse issues, and contacting AWS customers to put a stop to harmful acts. We offer a range of benefits, including competitive compensation, flexible work arrangements, and opportunities for career growth and development. Apply now to join our team and be part of a global company that is shaping the future of cloud computing.