U.S. Product Support Specialist, Benefits Experience & Technology (BXT)

U.S. Product Support Specialist, Benefits Experience & Technology (BXT)

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