Product Support Specialist
Calle Blancos, CR
hace 3 días

Job summary

Join Amazon's Employee Resource Center (ERC) team and help make a difference for all Amazonians! The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels phone, web case and chat.

The ERC primarily exists to connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams.

The ERC team is comprised of 2500+ associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in nine locations globally.

Key job responsibilities

We are currently looking for a smart and driven problem solver to provide support for the evolving various ERC system applications.

This role includes both project and support responsibilities.

Support responsibilities :

  • Respond to system inquiries and troubleshoot reported issues, provide ongoing technical and user support in a timely manner
  • Train ERC users on supported systems and provide process / system support, develop and maintain functional user documentation
  • Become a subject matter expert on one or more system applications utilized by ERC including case management system, Amazon Workspaces, and other systems
  • Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress
  • Track system issues and enhancement requests for review and resolution by technical teams
  • Project responsibilities :

  • Assist with the roll out of new system applications to ERC teams including execution of testing, and training tasks
  • Aid in the creation and maintenance of standard operating procedures, workflow diagrams, and training materials.
  • Write test cases, organize testing workbooks and user guides; prepare and / or create data to enable user acceptance testing
  • Communicate effectively across teams to meet project timelines and deliverable

  • Bachelor's degree or equivalent experience
  • Relevant work experience in a similar role
  • Knowledge of HR systems

  • Experience identifying and resolving issues independently, would describe self as a troubleshooter
  • 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
  • Excellent written and verbal communications skills
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