ఉద్యోగ వివరణ

Role overview

Amazon’s MyHR Live Support and Centralized Time Keeping function is part of a global HR contact center that assists employees in multiple languages. In some countries, support is available around the clock, every day of the week. As a MyHR Live Support Advisor, you will manage employee queries through live channels and help resolve issues with care, speed, and sound judgment.

What you will do

Manage a large flow of live interactions across phone, chat, cases, and tickets, taking full ownership until the issue is closed.
Work through employee questions by using FAQs, knowledge articles, and standard procedures, and raise issues when they cannot be resolved within process.
Earn employee trust by having empathetic, individualized conversations and adapting the resolution approach as needs change.
Handle urgent concerns quickly while ensuring correct communication and documentation, even when details are incomplete.
Apply critical thinking and sound decision-making to balance policy requirements with employee needs in real time.
Partner with other teams to address cross-functional issues and contribute to process and policy improvements.
Keep performance strong in measures such as handling time, first-contact resolution, and customer satisfaction.
Follow scheduled working hours, including breaks and lunches, to support continuous 24/7 operations.
Remain flexible for evening, weekend, and overnight shifts so global employees across time zones receive support.

Skills and environment

This position calls for strong multitasking, clear spoken and written communication, and the ability to work effectively in a busy contact center setting. The right candidate should be comfortable working in a fast-moving environment and delivering high-quality service through live employee interactions.

Basic qualifications

A bachelor’s degree or an advanced degree.
0 to 10+ years of experience in a contact center, customer service, human resources, or a similar field.
At least 6 months of experience using Microsoft Office applications.
Prior experience working with confidential information.
Fluency in English, including speaking, reading, and writing.

Preferred qualifications

2 or more years of experience in a contact center or customer service environment.
Working knowledge of Excel, including basic navigation, formulas, math and logical functions, and lookup functions.
Background in advising on leave of absence, HR matters, benefits, or other complex employee issues.
Experience resolving customer issues under pressure, or background in development or technical support.
Experience in high-pressure, fast-paced environments with the ability to manage workload during stressful or high-volume periods.
Experience handling sensitive information professionally, including working with senior executives or managing multiple calendars.
Ability to prioritize and coordinate several responsibilities at the same time.

Accommodation notice

If you need a workplace adjustment or accommodation during the hiring or interview process, including support for interviews or onboarding, accommodation information is available through the company’s hiring support channels.

CTK Service Associate

Where you'll work