US Product Support Specialist, Benefits Experience
Amazon strives to be the world's most customer-centric company where people can find and discover virtually anything they want to buy online. On the same token, Amazon aims to be the most employee-centric company in the world.
The U.S. Product Support team will provide timely issue triaging, root cause analysis & mitigation of tech issues, executive escalation management, anomaly detection monitoring for internal A to Z Benefit Experience.
Key Job Responsibilities
Monitoring and Investigation of Tech Issues:
Deliver mitigation by monitoring tech-related issues related to employee benefit enrollment, eligibility changes, reports, and pay deductions.
Investigate, triage, conduct root cause, and mitigate issues within the framework of service level agreement.
Continue to track open issues with tech teams till resolution through code fix and support UAT if required.
Proactive mitigation: Monitor issue tracking dashboards on a regular cadence and proactively execute mitigation strategies to avoid future escalations from employees.
Monitor issue tracking dashboards for any new root-cause investigations, blast radius, and writing SOPs on mitigation strategies.
Collaborate with product managers, SDMs, and other stakeholders in prioritizing, identifying root cause, and implement mitigation strategies to avoid any further escalations.
Executive Escalation Management:
This team will be responsible for handling all executive escalations.
They will leverage their in-depth US benefit policy knowledge, system configuration, and stakeholder management in delivering resolution with high bias for action and ownership.
They will be responsible for communicating root cause, impact, and mitigation strategy with the benefit leadership.
Collaborate with SDMs, Vendors, and providers is resolving the issue and ensuring there is no further escalation.
UAT, Training, Support, and Documentation:
Provide UAT support which includes writing test scripts, participate in UAT, and update results, feedback.
Train Tier 2 and 1 teams on known issues, 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.
Minimum 3+ years of experience in handling complex and/or technical customer escalations, with at least 1 year in managing HR tech-related products supporting employee life cycle, job & comp, & US benefit management.
Knowledge of product support processes and methodologies like (i) Issue Tracking and triaging (ii) Root cause analysis (iii) feedback and analysis (customer, stakeholders, leadership).
Excellent problem-solving, analytical, and critical-thinking skills.
Exceptional communication and interpersonal skills, with the ability to build strong relationships across all levels of the organization.
Preferred Qualifications
Experience with ticketing systems and Case management tools.
Should have a deep understanding of employee life events, personal information, job & comp events, and its associated impact with benefit administration both upstream and downstream.
Proven ability to work in a fast-paced environment and manage multiple priorities effectively.
Bachelor's degree in Business Administration, Information Technology, or a related field.
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.
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