Job Summary / Overview
This role provides various types of support for Tier 1 inquiries. Tier 1 refers to a scalable, repeatable flow of contact center services documented in reference material available to Specialists via approved Knowledge Base (KB) with an emphasis on education and enabling self-service through how-to guidance.
Key Responsibilities and Accountabilities
- Serve as a knowledgeable resource for employees, providing support via phone, email, or chat.
- Address and resolve inquiries related to pay, time away, leave, and benefits with accuracy and confidentiality.
- Leverage your expertise in Workday HCM and ServiceNow case management tools to manage employee support cases effectively.
- Utilize critical thinking to analyze and resolve moderately complex and sensitive issues.
- Ensure compliance with company policies and procedures while assisting employees.
- The Specialist is expected to provide expert personal support and ensure Tier 1 inquiries are properly researched, analyzed, resolved and/or documented and handled in the most professional and caring way in accordance with the training and other direction received from the client.
- For some request types, resolution of an inquiry may require transferring a call or case to a third party (such as a benefits administrator) or different group within client's organization for additional triage and support, in accordance with client's documented processes.
- Exceptional judgement is essential to meet case handling requirements and identify high priority inquiries.
Main Job Requirements
Education and Specific Training
- Bachelor Degree is preferred
Work Experience
- Minimum of 3 years related experience in employee support and strong working knowledge of the conceptual dependencies between company policies, benefits, payroll and HRIS. Or, minimum of 4 years of experience in customer service support and working knowledge of Human Resources.
Required Skills
- C1 Mandarin + C1 English
- Workday HCM module knowledge and/or other HRIS systems
- ServiceNow case management experience strongly preferred
- Excellent written and verbal communication skills in English (or other requested languages at an advanced professional level C1 or higher, including English)
- Exceptional ability to think critically, explore and listen in order to effectively research and resolve moderately complex and sensitive inquiries by phone, email, or chat.
- Experience supporting pay, time away and leave, along with general knowledge of benefits a plus.
- Ability to type 50-60 WPM
