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Description
This is a contract role for 6 months (with a possibility for extension) to support a globally diverse group of customers that utilize Amazon’s Time and Attendance (TAA) product/s with primary focus on a a 3rd party system of record (Kronos).
Scope of role/work:
*Provide process/system ticketing support for a diverse global customer base
*Respond to system inquiries with a high degree of quality; troubleshoot customer reported issues
*Ensure timely resolution or escalation; prompt communication on progress per service level agreement/s (SLA), up to and including resolution
*Aid in the creation and maintenance of standard operating process and procedure documentation (SOP)
*Brainstorm ideas that improve customer experience
Key job responsibilities
*English communication skills (both verbal and written)
*Experience in supporting a diverse customer base, both technical and non-technical
*Relevant work experience in a similar role (HR support/customer engagement)
*Strong time management skills; an ability to prioritize work independently
*Display organizational skills with exceptional follow through and attention to detail
*Exhibit a strong sense of ownership and bias for action; a solid sense of accountability
*Serve multiple customers with varying degrees of system knowledge/functionality
*Conduct deep dive / research / analysis for a variety of escalations
*Analyze issues & trends and provide short & long term solutions
*Conduct refresher training, educate, and mentor customers and peers on tools and resources for adoption
*Work closely with HR peers / partners and various partnering support teams
*Reporting and Analytics (Metrics): support the team by preparing weekly and/or monthly reports.
*Provide detailed analysis of support (ticketing) volume, service-level agreements (SLAs), time to resolve (TTR), and ticketing trends as needed
A day in the life
The day-to-day of this role is in support of a high volume ticketing queue. Although customer engagement is primarily through ticketing correspondence, other communication channels are also utilized (email, direct messaging, etc.). A person in this role is expected to support 20 tickets/day (ticket volumes vary throughout the year)
About the team
The team, known as Time and Attendance Product Support (TAPS), is part of a larger network of centralized support services within the People Experience & Technology (PXT) organization.
Because our team’s support has a direct impact on Amazon employees receiving timely and accurate pay, it is critical for a person in this role to be adept in prioritizing competing escalations.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
Basic Qualifications
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2+ years of Microsoft Office products and applications experience
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Experience with Payroll Systems, HRIS
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Experience with PeopleSoft
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Experience into Product Support Management
Preferred Qualifications
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2+ years of case management experience
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Experience working with diverse or differing data sets including creating and compiling data into a final distribution for management consumption
