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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, you'll be at the forefront of this mission, armed with in-depth product knowledge and a knack for problem-solving.
In this role, you'll:
-Dive deep into support queries issues and emerge with user-friendly solutions.
-Collaborate with tech, product, and program teams to tackle challenges head-on.
• Develop your skills through continuous learning and technology exposure.
• Be the voice of the customer, influencing product improvements and innovations.

Why you'll 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 you're 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 world-class support and satisfy customers of our products.

Key job responsibilities
- Conduct accurate triaging of requests received from users of Amazon's 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 tier-2 technology teams and partner with them to develop scalable solutions.
- Communicate status updates/resolution timelines of pending tickets with end-users.
- 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 stand-up 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 bi-weekly 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 multi-channel, self-serve focused strategy in partnership with product and technology teams. We know the products we support really well, and can quickly identify defects versus user-related 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 value-adding work. The quality of support we provide to PXT employees directly impacts the quality of services provided to Amazonians