DESCRIPTION
What is Amazon Customer Service All About?
Our mission is to be Earth’s most customer-centric company. To achieve this goal, Amazon Customer Service is seeking candidates who exemplify Customer Obsession and enjoy problem solving on behalf of others. Our Amazon Leadership Principles (https://www.amazon.jobs/en/principles) are not just words on a screen – they are a driving force in the decisions we make every day.
The Customer Service Identity and Access Management (CSIAM) team is seeking a seasonal Access Control Specialist to help manage access for our hundreds of thousands of users in customer relationship tooling. Our team is responsible for ensuring that people have the right level of access at the right time to perform their jobs.
This employee is an essential member of the CSIAM team and reports to the Senior Security PM.
Key Responsibilities
- Responsible for adjusting privileges for individual users or entire teams.
- Responsible for triaging and prioritizing items by impact and age to ensure urgent issues are resolved quickly.
- Ensure compliance with established control procedures by examining records, operating practices and related documentation.
- Escalates issues and new findings to leadership.
- Follow detailed verbal and written instructions.
- Use tools and programs to navigate the site, research accounts, review options and solutions, and communicate them effectively to leadership.
Key job responsibilities
Key Responsibilities
Responsible for adjusting privileges for individual users or entire teams.
Responsible for triaging and prioritizing items by impact and age to ensure urgent issues are resolved quickly.
Ensure compliance with established control procedures by examining records, operating practices and related documentation.
Escalates issues and new findings to leadership.
Follow detailed verbal and written instructions.
Use tools and programs to navigate the site, research accounts, review options and solutions, and communicate them effectively to leadership.
A day in the life
You advocate for the security of Amazon customer data. You use your knowledge of CSC and Aviary to find access solutions for new and existing Amazon teams.
You follow leadership guidance, defined CSC access processes and work backward ; starting with your customers and their business needs. You take time to understand customers’ needs, problems, and known and unknown risks of their business usecase. You use this knowledge to provide relevant guidance and a resolution to their requests while maintaining SLAs. Your verbal and written style is clear and concise; you effectively communicate guidance to customers and ideas to managers. You are able to set customer and internal stakeholder expectations correctly.
You work independently, seeking guidance as needed. You are learning a range of investigative techniques across multiple tools and understand when to use them. You are able to identify access risk. You may work directly with peers, customers, partner teams, and (at a high level) engineering teams. You collaborate with internal stakeholders from partner teams to deliver solutions and a positive experience for customers. You identify roadblocks, help drive the resolution of problems, and either manage resolution or ensure a clear hand-off to the right owner. You escalate appropriately.
You may participate in process improvement projects, which help increase team efficiency. You provide your manager with accurate and timely updates. You participate in trainings and development programs. You seek to acquire knowledge from peers and via team-provided content (e.g., Knet, wiki, etc.). You may participate in the interview process and help train new team members.
We are open to hiring candidates to work out of one of the following locations:
Virtual Location – USA
BASIC QUALIFICATIONS
Basic Qualifications
- High school or equivalent diploma
- 2+ years Customer Service experience
- Proficient in Outlook, Work and Excel or similar desktop applications
- Ability to communicate effectively at multiple levels of sensitivity and for multiple audiences
- Strong attention to detail with a mindset towards continuous process improvement
PREFERRED QUALIFICATIONS
Preferred Qualifications
- Previous Information Security or IAM experience is a plus
- Previous experience owning and resolving ticket queues
- Ability to prioritize multiple simultaneous projects requiring frequent communication, organization, time management and problem-solving skills
- Organized and flexible to deliver results in a fast-paced environment
- Ability to navigate multiple browsers, tabs, window navigation and instant messaging tools to research and communicate to internal team and customers
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $15/hr in our lowest geographic market up to $19.09/hr in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon 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.aboutamazon.com/workplace/employee-benefits. Applicants should apply via our internal or external career site.