DESCRIPTION Amazon Web Services (AWS) Customer Service (CS) provides global support to a wide range of external customers as they build mission-critical applications on top of AWS services such as Amazon EC2 and Amazon S3. The AWS teams help our customers understand what Cloud Computing is all about, and whether it can be useful for their business needs. AWS CS – Abuse Investigation & Prevention ur Abuse Investigation & Prevention Team focuses on scenarios where AWS hosted resources negatively impact third parties on the Internet The team is key in maintaining the reputation of AWSs IP space.
The team vets potential abuse issues and contacts AWS customers in order to put a stop to these harmful acts. Abuse Investigation & Prevention 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 customers expectations to ensure Amazon Web Services remains the most customer centric company on Earth Specific Responsibilities (include but are not limited to): · Work reported case types such as Spam Email, Port Scanning, DoS, Phishing and Malware etc. · Take action on abusive/non-responsive customers (applying mitigation when applicable) · Verify proper classification of incoming abuse reports · Classify and work incoming abuse reports in accordance with defined Abuse procedure. · Execute messaging to customers on best practices · Facilitates escalations to other Abuse Investigation & Prevention 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 by identifying common abuse types and highlighting areas of opportunities for workflow improvements.
· Create and/ or contribute to the continuous improvement of policies and procedures · Calls out incidents and trends to senior Abuse Investigation & Prevention team members and/or Security stakeholders Please note that is is not a Virtual role , our workforce is currently working from home until further notice. BASIC QUALIFICATIONS Existing and dedicated 10MB Uncapped Fiber line (LTE lines and Wi-Fi connections are not eligible for this role) – proof of connectivity will be required. · Grade12/ NQF4/ equivalent or higher qualification(s) · 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 · Excellent English verbal and written communication skills with the ability to summarize technical customer issues into notes that are readable by other parties.
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.
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