Product Support Specialist

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.


We are looking for a System Analyst BOS SD to manage day-to-day activities for Amazon’s third party online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons). We are seeking a candidate who is smart, driven, and a problem solver. The ideal candidate is someone who has a passion for systems and a drive to ensure critical systems work for employees seamlessly.




Responsibilities:
•Become a subject matter expert on the Amazon internal online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons)
•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 with 3p vendor.
•Collaborate with the Benefit specialist, Benefit managers, Payroll and other partner teams and effectively triage, prioritize, and support resolution.
•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
•Participate in user acceptance testing for new country deployments
•Validate production changes prior to deployment to ensure they meet the objective of the requested change Key job responsibilities
•Become a subject matter expert on the Amazon internal online benefits enrollment tool, MyBenefits (aka Darwin operated by Thomsons)
•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 with 3p vendor.
•Collaborate with the Benefit specialist, Benefit managers, Payroll and other partner teams and effectively triage, prioritize, and support resolution.
•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
•Participate in user acceptance testing for new country deployments
•Validate production changes prior to deployment to ensure they meet the objective of the requested change A day in the life
The Benefits Product support team works diligently to ensure the Benefits platform is operational, effective and efficient. The team objective is to provide a great experience for Amazonians to avail Benefits using the platform. Team works 24x5 to help the employees with any issues/requests. We are open to hiring candidates to work out of one of the following locations: Hyderabad, TS, IND

BASIC QUALIFICATIONS

- 1+ years of Microsoft Office products and applications experience
- Bachelor's degree in business, HR, or a related field
- 3+ years of human resources functions experience