Vacancieshut
Website Amazon Web Services (AWS)
Job Summary
DESCRIPTION
Job Summary
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 specialists is located in 4 countries around the world to provide support to our customers 365 days a year, 24 hours a day.
Key job responsibilities
- Work to become a subject matter expert regarding all types of abuse outlined in the AWS Acceptable
Use Policy (https://aws.amazon.com/aup/).
- Own escalated AWS customer issues
- Quickly assess customer technical 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
- 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
- Must be able to work a flexible work schedule that may include nights, weekends, holidays, overtime, etc.
- Provides feedback on policies, procedures and tools that need improvement or creation
Basic Qualifications
Excellent oral and written communication skills
- Strong technical support ability and aptitude regarding Abuse/Security practices – (Malware , Spam , D.Dos , Phishing etc)
- Must be willing and able to participate in an on-call rotation for emergent abuse-related situations .
- Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
- Strong fluency with Web Technologies and the Internet (OSI , Networking etc)
- Experience taking ownership and driving resolution on escalated customer issues
- Proficiency in MS Office
- Ability to work weekends and/or evenings as needed
Preferred Qualifications
A drive to dig into the details of a system or process to solve customer problems
- Proven success in a fast paced support environment
- Demonstrated success driving cross-functional deliverable
- Demonstrated success in resolving complex technical escalations and cause of error post mortem creation
- Enable to work proactively and think of productivity
- Experience in leadership positions
- Experience in Kaizen/Lean to enhance current processes
- Generated a cost efficiency to change manual process to automation by using technical aspects
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.
Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.
Company – Amazon Dev Centre South Africa
Job ID: A2190997
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