Product Support Specialist, Product Support Solutions

Are you passionate about technology and helping people Join our dynamic Product Support team and become the superhero customers turn to when they need assistance!

Our mission is simple yet effective : we transform frustration into satisfaction one customer at a time. As a Product Support Specialist youll be at the forefront of this mission armed with indepth product knowledge and a knack for problemsolving.

In this role youll :

Dive deep into support queries issues and emerge with userfriendly solutions.

Collaborate with tech product and program teams to tackle challenges headon.

Develop your skills through continuous learning and technology exposure.

Be the voice of the customer influencing product improvements and innovations.

Why youll love working here :

Make a real impact : Your expertise directly improves our customers product experience.

Growth opportunities : Pathways for skill and career development.

Innovative environment : Be part of a team that embraces and drives solutions.

If youre ready to turn your passion for product support into a rewarding career we want to hear from you! Join us in our mission to provide worldclass support and satisfy customers of our products.

Key job responsibilities

Conduct accurate triaging of requests received from users of Amazons suite of HR products.

Identify root cause troubleshoot and resolve reported issues using existing knowledge base (KB) and standard operating procedures (SOPs).

Collect complete and accurate information required to resolve the ticket.

Achieve monthly productivity accuracy turnaround time and customer satisfaction goals.

Escalate urgent issues to partner technology / product teams and seek timely support.

Manage user access for products based on defined roles regions and domains.

Route requests that require advanced tech intervention to tier2 technology teams and partner with them to develop scalable solutions.

Communicate status updates / resolution timelines of pending tickets with endusers.

Identify process improvement opportunities and recommend changes to SOPs and KB.

Build strong relationships with partner tech and product teams to influence product roadmap

Contribute to daily weekly and monthly business reviews

Respond promptly to escalations from product technology and operations teams.

Use automation (e.g. Gen AI) to improve triage troubleshooting and resolution speed / efficiency.

A day in the life

Review pending tickets and system alerts

Check system dashboards for any known issues downtime alerts etc.

Prioritize urgent issues affecting payroll processing or employee access.

Attend standup meeting with manager.

Troubleshoot incoming requests and meet service level agreement (SLA) for each ticket.

Respond to HR partners product and program teams queries via email or chat channels.

Participate in biweekly team meetings.

Update SOPs based on recent troubleshooting experiences

Complete ticket updates and documentation

Hand over ongoing issues to next shift

About the team

The Product Support Solutions aims to provide a seamless support experience for users via a multichannel selfserve focused strategy in partnership with product and technology teams. We know the products we support really well and can quickly identify defects versus userrelated challenges. We view defects as unearthed treasures and will surface them across product support technology and product teams because we are committed to eliminating them. We aim to reduce handoffs and work backwards from our customers to prioritize valueadding work. The quality of support we provide to PXT employees directly impacts the quality of services provided to Amazonians

3 years of human resources experience

Experience with HR processes and systems

Bachelors degree

Experience working with KPIs and SLAs

Speak write and read fluently in English

Knowledge of HR case management tools and workflowbased processes.

Experience with process improvement and stakeholder management

Experience managing confidential and sensitive employee information and adherence to strict confidentiality standards

Ability to work in a technical environment geared towards product support.

Experience working in a globally distributed team model.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country / region youre applying in isnt listed please contact your Recruiting Partner.

Required Experience :

Unclear Seniority

Key Skills

Sales Experience,Marketing,Customer Service,Communication skills,Military Experience,Retail Sales,Product Demos,Customer Support,Product Management,Product Development,Unity,Microscopy

Employment Type : Full-Time

Experience : years

Vacancy : 1