- As a Support Specialist, you will have responsibility for supporting customers and professionals throughout the region. You will be a part of our Support Team supporting HR, IT, Finance, and benefits queries. In this role, you will handle all day to day queries with resolution for all the in-scope verticals.
What you can expect to do:
- Support Level 1 IT / HR Helpdesk with experience in troubleshooting basic queries. Act as Subject Matter Expert for the day-to-day operations.
- Excellent knowledge in Zoho Absence Management / Zendesk or Service Now IT Ticket Triaging
- Understanding of employee life cycle processes such as data management, time and expense management, transfers, change requests, employment certification.
- Organize and maintain employee records via our proprietary Platform: input, update and maintain customer professional personal data, process various forms related to documenting human resources activities such as new hire, change of status, benefits, terminations, etc.
- Benefits administration on behalf of customers professionals
- Communicate effectively both verbally and in written form with professionals and our customers to explain and resolve queries and concerns (via email, phone and other means of communication)
- Communicate and liaise with G-P partners/vendors, including insurance vendors, local service providers, pension providers.
- Coordinate with internal Centers of Excellence including IT, Finance, Payroll, Billing, Customer Success Manager, and Sales Support.
- Coordinate with external stakeholders including Regional local service provider (LSP) and Local Payroll provider (LPP).
- Assist with payroll preparation by providing relevant data, like absences, bonus and leaves.
- Carry out audits and checks on data changes to ensure accurate and timely payment for the professionals.
- Participate in the continuous improvement of HR processes and assist in maintaining standard operating procedures and policies up to date.
- Support with company-wide initiatives and projects
- Maintain, manage and regularly audit all electronic personnel files.
- Support with review and renewal of company policies, and compliance
- Assist with investigations in response to professional complaints.
What we are looking for:
- 4 - 6 years of Global Shared Services
- At least 2 years in Global HR Shared Service experience preferred with key focus in IT Helpdesk.
- Proficient in both written and verbal English; Resourceful, problem-solving aptitude and thorough knowledge of HR procedures and policies
- Additional language skills would be advantageous.
- IT Helpdesk Background preferred with extensive knowledge in Zoho IT Helpdesk.
- Experience in handling real time Chat bot with quicker response time
- Customer oriented with ability to adapt/respond to diverse customer base.
- Ability to be at the forefront of the ticketing and help in routing issues as appropriate.
- Meticulous attention to detail
- Literacy with MS Office
- Thrives both as an individual contributor but also appreciates teamwork.
- Excellent organizational and time-management skills
- Ability to work in international team comprised of team members in different locations and from different cultures and backgrounds.
- Ability to work in a dynamic, rapidly changing environment.
- Available to work in Dynamic shifts (With potential Weekend support model)
- Strong Experience in Peoplesoft/Workday/ SAP/Zoho/Zendesk/ServiceNow and any other relevant HRMS tool knowledge.
- Ability to manage and meet expected SLAs and KPIs
