Experienced ADC Technical Customer Service Specialist – Cloud Computing Solutions and Technical Problem-Solving

Are you passionate about helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve complex technical problems? Do you have a knack for understanding application architectures and integration approaches, and the consultative and leadership skills to launch a project on a trajectory to success? Are you familiar with security best practices for applications, servers, and networks? Do you want to be part of a customer-facing technology team helping to ensure the success of arenaflex as a leading technology platform? arenaflex Customer Service provides global support to a wide range of commercial and government customers as they build mission-critical applications on top of arenaflex services such as Amazon EC2 and Amazon S3. As an ADC Technical Customer Service Specialist, you'll engage with US Government (USG), and enterprise customers, providing training, support, and analysis. You will work with the other members of the arenaflex Enterprise team, including Technical Account managers (TAM’s), Sales, and Solution Architects. You will be the Subject Matter Expert on Enterprise Account and Billing issues. You will proactively help customers avoid potential issues, dive deep to understand the underlying issues to help a customer resolve problems, and drive projects that improve customer interactions with arenaflex account and billing information.

About arenaflex

arenaflex values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. 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.

Inclusive Team Culture

Here at arenaflex, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship, and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Key Responsibilities:

* Be the customer-facing voice for USG and Enterprise customers, addressing complex account and billing issues

• Work with Enterprise customers to understand how they use arenaflex account and billing services, and provide valuable feedback
• Perform deep dive analysis on USG / Enterprise customer accounts and billing statements
• Educate customers on reporting options, alerts, and budgets
• Provide prompt, efficient, detailed, customer-oriented service to Enterprise customers
• Work with customer support peers around the globe to ensure a consistent and high-quality level of support
• Drive projects that improve customer interactions with arenaflex account and billing information
• Act as the Voice of the Customer for our Enterprise customers, reporting and acting on observed areas for improvement
• Actively seek solutions to customer needs, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience
• Assist with Enterprise customer communication during arenaflex critical launches and support events
• Assume responsibility for developing detailed knowledge about arenaflex specific product and features
• Work with arenaflex teams to drive resolution of issues for customers
• Make sure internal knowledge reference pages are updated

Essential Qualifications:

* Associate Degree OR A+ or Network+ or Security+

• 1+ year experience in Customer Service and/or Account Management working with high-profile customers
• 1+ year of advanced Excel (pivot tables, vlookup, and other formulas)
• Current, active US Government Security Clearance of TS/SCI with Polygraph

Preferred Qualifications:

* Experience in leadership and/or account management positions

• 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 deliverables
• SQL and/or other relational database experience
• Strong fluency with Web Technologies and the Internet
• Understanding of cloud-based compute and storage concepts

Compensation and Benefits:

arenaflex is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutarenaflex.com/workplace/employee-benefits.

How to Apply:

If you are passionate about helping U.S. Intelligence Community agencies implement innovative cloud computing solutions and solve complex technical problems, and you meet the qualifications listed above, we encourage you to apply for this exciting opportunity. Please submit your application via our internal or external career site.

Equal Opportunity Employer:

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://arenaflex.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Job ID: A2881786

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