Senior Support Specialist – 1 Year Fixed Term Contract

Role Overview

• 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 like 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.

Requirements

• 8+ Years of Experience with at least 4-6 years of Global Shared Services handling all region (APAC, EMEA, US)
• 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/Google Space
• 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

Tech Stack

• ServiceNow

Benefits

• Generous paid parental leave
• Flexible time off
• Spending accounts
• Medical insurance
• Dental insurance
• Vision insurance
• Sabbatical after 5 years
• Additional compensation based on performance