Job Information
Amazon US Product Support Specialist, Benefits Experience & Technology (BXT) in Arlington, Virginia
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, root cause analysis & mitigation of tech issues, executive escalation management, anomaly detection monitoring for internal A to Z Benefit Experience. The candidate will work closely with benefit program managers, product managers and SDEs in addressing technical issues and ensuring optimal user experience for our A to Z Benefit Experience users.
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.