Product Support Specialist (Non-US) DARWIN, Product Support Specialist, 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.
Key job responsibilities
Key job responsibilities
Demonstrate Bias for action by timely completing the assigned benefits processes with 100% accuracy.
• Demonstrate Customer obsession by addressing employee queries received via email or tickets with SLA and provide accurate resolution to employee issue.
• Demonstrate Ownership by highlighting any potential risk issues and challenges that may cause impact to our employees.
• Demonstrate Ownership by reviewing process documentation and making updates on a regular basis.
• Provide required support to SME/Team lead for Dive deep into data and benefits stats reporting.
• Liaise with internal (support teams like Payroll, Employee resource center, Exits, On boarding team etc.) and external stake holders (Insurance vendors) for resolving employee queries and complete administrative processes.
BASIC QUALIFICATIONS
- Bachelor's degree or equivalent
- 3+ years of human resources experience
- 2+ years of Microsoft Office products and applications experience
- Relevant work experience in a similar role
- Ability to handle multiple competing priorities in a fast-paced environment
- Self-directed and capable of working effectively in a dynamic environment
- Have a “hands on,” “roll up your sleeves” mentality
- Excellent written and verbal communications skills
PREFERRED QUALIFICATIONS
- Systems support experience, previous participation in system testing and system implementation activities a plus
- Customer service orientation with a demonstrated desire to exceed expectations – ability to serve multiple customers
- Consistent delivery on commitments - great organizational skills with exceptional follow through and attention to detail
- Knowledge of PeopleSoft or other ERP system experience – HR, background in online benefits tools a plus
- Knowledge in benefits administration processes or programs