[Hiring] Support Specialist @G-P

Role Description

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.

• Managing customer relationships and addressing concerns in a timely manner SaaS Model
• Present a well-rounded skill set that combines technical acumen with essential soft skills like leadership, adaptability, and problem-solving
• Tailored to meet the evolving demands of customer relationship management
• Developed and executed omnichannel engagement strategy, boosting customer satisfaction scores by 95%
• Triage prioritizes by assessing and sorting the urgency of tickets
• Utilize Zendesk & GPP to track customer interactions and maintain accurate records
• Dedicated Support on Platinum & Gold Customer Support
• 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)

Qualifications

• 3-5 years of Global Shared Services with at least six months of experience in handling HR related Shared Services activities (Hire to Retire Model) / IT Level 1 Support / Finance Shared Services answering Queries relating to Payroll, Billing, Invoices / Benefits Support Queries / Related Queries in Tier 1 model (Any Two combination preferred)
• Proficient in both written and verbal English; Resourceful, problem-solving aptitude and thorough knowledge of HR procedures and policies
• Strong Knowledge in Zoho & GPP
• Customer oriented with ability to adapt/respond to diverse customer base
• Excellent organizational and time-management skills
• Proven work experience in similar shared services position
• Ability to work in an international team comprised of team members in different locations and from different cultures and backgrounds
• Ability to work in a dynamic, rapidly changing environment
• Ability to manage and meet expected SLAs and KPI
• Meticulous attention to detail/ Literacy with MS Office

Requirements

• Shift: Wednesday to Sunday 10:00 pm IST to 7:00 am IST
• Background checks are required, and this may include criminal record checks

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