HWS: Trust & Safety Agent, Account Security

Upwork ($UPWK) is the world’s work marketplace. We serve everyone from one-person startups to large, Fortune 100 enterprises with a powerful, trust-driven platform that enables companies and talent to work together in new ways that unlock their potential.

Last year, more than $3.8 billion of work was done through Upwork by skilled professionals who are gaining more control by finding work they are passionate about and innovating their careers.This is an engagement through Upwork’s Hybrid Workforce Solutions (HWS) Team.

Our Hybrid Workforce Solutions Team is a global group of professionals that support Upwork’s business. Our HWS team members are located all over the world.

The Trust & Safety, Account Security team handles a wide variety of tasks, many of which are highly technical in nature. As an Agent of this team, the following will be your typical day-to-day responsibilities:Identifying compromised accounts, securing compromised users, detecting malicious files & phishing links, and resolving issues involving hacking, malware, phishing and stolen identities. You will utilize tools and reports to maintain the safety and security of our users.

Work/Project Scope:

• Reviewing accounts reported as compromised
• Verifying identities and account ownership
• Assisting account owners with recovery of hijacked accounts
• Detecting and neutralizing accounts created by malicious actors
• Communicating with users potentially affected by phishing, malware, and ID theft
• Assisting users and other teams with security issues involving user accounts
• Communicating with other teams in a professional and courteous manner

Must Haves (Required Skills):

• Two or more years of experience in fraud or account security investigation
• Knowledge of phishing, malware and other online malicious activities
• Exceptional problem solving, analytical and organizational skills
• Acute attention to detail
• Exceptional verbal and written communication skills
• Experience using the Upwork platforms preferred but not required.
• A reliable and fast internet connection
• Thorough knowledge of Microsoft Office and related Google products
• Commitment to continuous learning and adaptabilityExperience with the following will be highly useful:
• Experience using the Upwork platforms
• Experience communicating with international users
• Ticket management using Zendesk
• Incident Response
• Google Office Suite
• Windows/Mac fundamentals
• Email Security
• Domain/IP Whois and IP masking
• Fraud Detection and Prevention
• Identity and Access Management
• Digital Forensics
• Honesty, dependability and a positive attitude are a must.

Upwork is proudly committed to fostering a diverse and inclusive workforce. We never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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