Sps T4 Advisor

Minimum of 1 years’ experience in SPS T4 with demonstrably strong knowledge of Trouble ticketing system
- Minimum of 6 months experience in handling SPS T4 Andon
- Demonstrate effective, clear and professional written and oral communication skills.
- Strong prioritization and time management skills, with a high degree of flexibility.
- Ability to communicate effectively in one to one and group sessions.
- Able to give and receive feedback effectively.
- Proven ability to work effectively to tight deadlines in a fast-paced environment.
- Enthusiasm and strong self-motivation
- Should not be on an active active performance or behavior related plan

Are you passionate about improving the quality of customer experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience? The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a SPS T4 Advisor in our program.

A day in the life

About the hiring group

Job responsibilities
- Responds to T4 Associate support requests (i.e. Escalations, SIM's and Andon Cord) in real time providing education to Associates with the goal of achieving remarkable, reproducible selling partner experience.
- Identifies Selling Partner and Associate success barriers, provides solutions, and drives change through business improvement initiatives.
- Drives opportunities for efficiency through daily observations.
- Serves as the first point of contact for all ticket escalations.
- Conducts ticket audits and provides technical and process coaching to improve performance.
- Work cross-functionally with other teams to identify root causes and drive process improvements to selling partner/operations facing issues.
- Liaise with other departments such as Customer Service, Business Teams, CPM, CIM, ESR, Merchant Investigations, or Payments teams as required to resolve selling partner issues and questions.
- Willing to do night shifts and weekend’s working with rotational, split or consecutive two days off.
- Willing to learn new skills and provide cross skill/cross site/cross region Andon support.
- Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues.
- Willing to coach associate and conduct training sessions.
- A bias for action and an ability to deal with ambiguity.
- Demonstrated ability to build quantitative reporting and dashboards for problem solving.
- Experience working with stakeholders and contact centers globally.