Senior Support Specialist – 1 Year Fixed Term Contract

This is a fully remote position, open to applicants in India.

📋 Description

• Provide Level 1 IT/HR Helpdesk support with expertise in resolving basic inquiries.

• Serve as the Subject Matter Expert for daily operations.

• Possess strong knowledge of Zoho Absence Management / Zendesk or Service Now IT Ticket Triaging.

• Have a solid understanding of employee life cycle processes including data management, time and expense management, transfers, change requests, and employment certification.

• Organize and oversee employee records using our proprietary platform: inputting, updating, and maintaining customer and professional personal information while processing various forms related to human resources activities such as new hires, status changes, benefits, and terminations.

• Administer benefits on behalf of customers and professionals.

• Communicate effectively, both verbally and in writing, with professionals and our customers to clarify and resolve inquiries and concerns through email, phone, and other channels.

• Collaborate with G-P partners/vendors, including insurance providers, local service providers, and pension providers.

• Coordinate with internal Centers of Excellence, including IT, Finance, Payroll, Billing, Customer Success Manager, and Sales Support.

• Work with external stakeholders such as Regional Local Service Providers (LSP) and Local Payroll Providers (LPP).

• Assist with payroll preparation by supplying relevant data, including absences, bonuses, and leave information.

• Conduct audits and checks on data changes to ensure accurate and timely payments for professionals.

• Engage in the continuous improvement of HR processes and help keep standard operating procedures and policies current.

• Participate in company-wide initiatives and projects.

• Maintain, manage, and regularly audit all electronic personnel files.

• Facilitate the review and renewal of company policies and ensure compliance.

• Aid in investigations related to professional complaints.

⛳️ Requirements

• 8+ years of experience with a minimum of 4-6 years in Global Shared Services covering all regions (APAC, EMEA, US).

• At least 2 years of experience in Global HR Shared Services preferred, with a strong emphasis on IT Helpdesk.

• Proficient in both written and verbal English; resourceful with a problem-solving mindset and comprehensive knowledge of HR procedures and policies.

• Additional language skills are a plus.

• Preferred IT Helpdesk background with extensive knowledge of Zoho IT Helpdesk.

• Experience managing real-time chatbots for quicker response times.

• Customer-oriented with the ability to adapt and respond to a diverse customer base.

• Capable of being at the forefront of ticketing and assisting in routing issues appropriately.

• Exceptional attention to detail.

• Proficient in MS Office/Google Workspace.

• Excels as both an individual contributor and a team player.

• Strong organizational and time-management skills.

• Ability to work in an international team composed of members from various locations, cultures, and backgrounds.

• Comfortable working in a dynamic, rapidly changing environment.

• Availability to work in dynamic shifts, including potential weekend support.

• Extensive experience with Peoplesoft, Workday, SAP, Zoho, Zendesk, ServiceNow, and other relevant HRMS tools.

• Capable of managing and meeting expected SLAs and KPIs.

🏝️ 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.