Trust & Safety Specialist / Technical / Customer Support

South Africa
Rate, USD
Not specified
Work schedule
Full Time,
Language skills
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About me

My extensive background highlights my expertise in technical support, customer engagement, issue resolution, and process enhancement. Through my roles in both SyncroMSP and AWS, I have demonstrated a dedicated focus on delivering outstanding customer service and fostering operational excellence.


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Jan 2012 - Feb 2014 Digital Support Specialist @ Amazon

Responsibilities:(Kindle, Video Games, Software, Prime Video, Music, Cloud
– Provide account and application support to customers, in regards to software
functionality and troubleshooting of systems configuration
-Assume responsibility for developing detailed knowledge about specific
product lines and features
-Develop and maintain internal training material
-Provide training to staff

Feb 2014 - 2015 Technical Associate @ AWS

-Triage and moderate forums
-Actively track customer pain points to identify solutions
-Identify and analyze issues and trends in customer requests; reporting to
-Maintain and document internal references
-Educate customers on reporting options, alerts and budgets
-Assist customers with AWS account and billing information
-Assist other members of AWS including Technical Account Managers

2015 - 31 August 2020 Trust & Safety Specialist @ AWS

-Develop and maintain training material
-Provide training to staff
-Maintaining the reputation of AWS’s IP space
-Vet potential abuse, trends and contacts AWS customers to stop abuse in
accordance with AWS’ Acceptable Use Policy
-Assess escalated AWS customer issues and provide appropriate support
-Take action on abusive/non-responsive customers
-Performing deep dive analysis on selected customer contacts to gather lessons
learned(eg: Use data to update and improve internal reference materials and
-Identify and develop process improvement including required policy changes
-Assist other members of AWS such as Technical Account Managers
-Provide reporting to Team Managers on performance metrics such as quality
and first contact resolution of team members
-Identifying and eliminating barriers to accuracy and quality
-Owning escalated customer contacts and leading the effort to satisfactorily
-Manage queues iro SLAs

Septermber 2020 - December 2022 Technical Support Consultant @ SyncroMSP

-Troubleshooting and reproducing users Rest API errors or queries
-Assist users with onboarding
-Reporting on UI and UX problems
-Reproducing and cataloguing common to critical platform issues to developers

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