Warranty Support Team (WST) Associate

About the Role

The Warranty Support Team (WST) Associate, working on contract with Amazon, is responsible for managing the end-to-end warranty escalation process to enhance the post-purchase customer experience. This role involves validating customer concerns, tracking, and resolving issues within agreed SLAs, and keeping customers informed with timely updates.

Key Responsibilities

• Escalation & Grievance Handling
• Manage grievance portal escalations for Cohort 2 products (TS / MW / CTM use cases) with a Service Request Number (SRN), Job Sheet, or Service Denial Letter.
• Handle scenarios such as Dead-on-Arrival (DOA) or Service Denial cases, unsatisfactory or delayed brand service, and requests for Amazon intervention.
• Acknowledge and process ECR escalations routed from the Category team, forwarding them to the relevant brand and closing them with the brand’s response.
• Ensure cases are correctly categorized against applicable grievance reason codes.
• Ticket Validation & Brand Coordination
• Pull and validate previous day’s tickets from the WST-ResolverGroup, confirming mandatory details (Cohort 2 eligibility and valid SRN / Job Sheet / Service Denial Letter).
• Email valid new and pending tickets to respective brands using the standard email format.
• Chase cases not receiving a brand response within 5 days of creation.
• Update ticket records with the brand’s response and reassign cases to the relevant resolver group.
• Apply correct standard responses from the WST Response reference sheet.

Requirements & Tech Stack

• Microsoft Excel: VLOOKUP / XLOOKUP, basic formulas, and pivot tables for data integration and reporting.
• Microsoft Outlook: For brand correspondence, ECR escalation handling, and standard email formats.
• Microsoft Word: For documentation and SOP reference.
• Familiarity with ticketing systems, reporting dashboards, and data ingestion tooling (ticket export, CSV preparation, and ingestion jobs).
• Comfort with bulk-processing / automation agents and schema-driven file preparation.

Qualifications

• Bachelor’s degree in any discipline.
• Experience working with ticket management systems or case management tools.
• Knowledge of warranty claim processes and customer escalation management.
• Experience working with external stakeholders or brand partners.