[Hiring] Senior Support Specialist @G-P

Role Description

As a Sr. 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.

Please note that this role requires the availability to work Wednesday - Sunday.

• 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.

Qualifications

• 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.

Requirements

• Shift: Wednesday to Sunday 10:00 pm IST to 7:00 am IST.

Benefits

• Generous paid parental leave.
• Flexible time off.
• Spending accounts.
• Medical insurance.
• Dental insurance.
• Vision insurance.
• Sabbatical after 5 years.
• Additional compensation for Full-Time Regular Employees based on role.