Job Title:
AWS Sales, Marketing, and Global Services (SMGS) Team Member
About the Job:
We are seeking a highly skilled and experienced individual to join our AWS Sales, Marketing, and Global Services (SMGS) team. The successful candidate will be responsible for driving revenue, adoption, and growth from large and fast-growing small- and mid-market accounts to enterprise-level customers, including public sector.
Key Responsibilities:
* Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable Use Policy.
* Own escalated AWS customer issues.
* Quickly assess customer issues in order to provide accurate support.
* Act as a high-judgement decision maker for escalated situations where there may be no established SOP.
* Work with AWS service teams, account managers, and customers to ensure a consistent and high-quality level of support.
* Assume responsibility for developing detailed knowledge about AWS specific services and then using that knowledge to identify training gaps.
* Investigate the details of abuse reports and develop processes and responses to help resolve the issue.
* 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.
* Assist with customer communications and support during AWS critical events.
* Manage 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.
* Provide consultative analysis to understand how customers are using our services and make recommendations based on the customer needs and provide feedback to business and development teams.
* Drive projects that improve support-related functions and processes.
Requirements:
* 2+ years experience in a Trust and Safety or similar environment working with issues related to online abuse.
* Good technical knowledge and understanding of Internet security concepts and vulnerabilities (firewalls, common security issues etc.)
* 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.
* 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.
About Us:
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.