WFS Centralized Support Tier 2 Associate Amazon
Seattle, WA

Job Description

Amazon's Workforce Staffing (WFS) team has immediate openings for Tier 2 associates. With 700k hourly associates hired annually and growing to more than 1m in the next 24 months it is a key operational mechanism to ensure we deliver our customer experiences globally. This customer service for candidates removes technical barriers in the hiring process, relieving local HR teams from providing Tier 1 applicant support, standardizes candidate messaging, and collects actionable data on candidate issues. As a Tier 2 Associate, you will assist with all branches of the WFS Centralized Support team to ensure the best possible candidate experience at Amazon.

The WFS Centralized Support team is made up of three different teams:

Amazon Candidate Connection Services (ACCS) provides email, chat and phone support for Tier 1 candidates and you will be responsible for resolving escalated candidate issues through trouble tickets and in real-time by conversing directly with agents.

High Volume Hiring (HVH) Support assists other WFS/HR members when they have questions, issues, or need their permissions updated.

Shared Optimization Services (SOS) team runs audits in the application process to move candidates forward appropriately and quickly to reduce the time it takes to hire a candidate.

Responsibilities Include:

* Resolving trouble tickets of candidate escalations
* Interacting with candidates over email, chat or phone to handle escalations
* Thinking big to identify process improvement opportunities
* Running reports
* Performing administrative tasks as necessary