Product Support Analyst, Pxt

hace 1 semana


San José, Costa Rica Amzn Support Srvcs Costa Rica A tiempo completo

Bachelors degree
- Relevant work experience in a similar role
- Knowledge of HR systems.
- 3 + years of work experience
- 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

Job summary
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.

**Responsibilities**:

- Respond to system inquiries and troubleshoot reported issues, provide ongoing technical and user support
- Train other benefits administrative users on the tool and provide process/system support, develop and maintain functional user documentation
- Build strong relationships through problem understanding, ensuring timely resolution on escalations, and communicating promptly on progress
- Track system issues and enhancement requests for review and resolution by technical teams
- 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
To triage and resolve incidents raised by users related to their benefits.
To perform weekly, monthly and annual activities.
To monitor the performance and proactively take actions to avoid any incidents.
To work with stakeholders and full the requests independently.
To work on the ticketing tool and ensure the incident lifecyle is followed.
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.
- 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



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