Job Information
Amazon U.S. Product Support Specialist, Benefits Experience & Technology (BXT) in Hyderabad, India
Description
Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. On the same token, Amazon strives to be the most Employee centric company in the world. You have an opportunity to join the growing Benefits Operations Services organization whose mission is to provide professional services to administer global benefit programs for Amazonians.
The U.S. Product Support team will provide timely issue triaging, executive escalation management, root cause investigation, and mitigation efforts of technical issues for US 1P system. The candidate will work closely with benefit program managers, product managers and SDEs in addressing technical issues and ensuring optimal user experience for our 1P product users.
Key job responsibilities
Monitor tech related issues and respond within the agreed SLAs through various channels which includes ticket management system, emails, phone and chat
Provide required support to partner teams to dive deep, mitigation strategies before triaging to the correct product manager, tech resolution groups
Collaborate with the product managers, SDEs and effectively triage, prioritize, and support resolution
They are single point of contact to address any executive escalations
Support and/or train MYHR support teams on any identified workarounds , operating procedures and best practices.
Efficiently document and track reported tech issues which includes mitigation strategies, proactive data quality checks.
Assist in the creation and maintenance of product support resources such as knowledge-base articles, SOPs and FAQs
Contribute to the continuous improvement of product support processes and systems
Basic Qualifications
3+ years of human resources experience
Experience with HR processes and systems
Proven work experience in a product support role, preferably HR/HCM product
Strong understanding of process and data management, upstream and downstream impacts, preferably HR
Excellent problem-solving, stakeholder management and communication skills
Ability to work independently and collaboratively in a team environment
Familiarity with customer support software and ticketing systems
Adept at multitasking and prioritizing under pressure
Technical degree or certification is a plus
Preferred Qualifications
Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards
Experience in US Benefit administration
Experience working in and managing HCM or other types of HR systems
Understanding of system workflow, user access management, database & query support
Familiarity with ticket management and project management tools (ServiceNow, JIRA)
1-2 years experience in a customer-facing role