Remote Senior Support Specialist

Summary

Join our team as a Senior Support Specialist and support customers and professionals throughout the region in a remote within India fixed-term role.

Requirements

• 4+ years of Global Shared Services experience
• At least one year of experience in handling IT Helpdesk Tier 1 and Tier 2 Support
• Proficient in both written and verbal English
• Resourceful, problem-solving aptitude and thorough knowledge of HR / IT / Finance (Shared Services) procedures and policies
• 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/Google Space
• Thrives both as an individual contributor but also appreciates teamwork
• 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
• Candidate with experience in supporting Zoho Helpdesk will have added advantage
• Ability to manage and meet expected SLAs and KPIs

Responsibilities

• Support Level 1 IT / HR Helpdesk with experience in troubleshooting basic queries
• Knowledge of 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
• Serve as the first point of contact for professionals on any HR, IT, or Finance related inquiries
• 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
• Support with company-wide initiatives and projects