WFS Centralized Support Tier 2 Associate

Amazon.Com, Inc. Nashville , TN 37201

Posted 1 week ago

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.

WFS Centralized Support has two branches within its ACCS team.

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 in our Applicant Tracking System via Trouble Tickets.

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Responsibilities Include:

  • Resolving trouble tickets of candidate and/or employee escalations

  • Interacting with candidates over email or phone to handle escalations

  • Thinking big to identify process improvement opportunities

  • Running reports as needed

  • Performing administrative tasks as necessary

  • Ability to work flexible schedules, including weekends, evenings and rotating schedules, based on business needs.

  • Bachelor's Degree or 2+ years Amazon experience

  • Previous customer service experience

  • MS Office, including Excel formulas

  • Previous call center experience

  • Previous staffing experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.


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WFS Centralized Support Tier 2 Associate

Amazon.Com, Inc.