Senior Support Specialist – Fixed Term Contract, 1 Year

📋 Description

• Provide support for Level 1 IT/HR Helpdesk by leveraging experience in troubleshooting basic inquiries. Serve as the Subject Matter Expert for daily operations.

• Possess extensive knowledge in Zoho Absence Management and platforms such as Zendesk or ServiceNow for IT ticket triaging.

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

• Organize and manage employee records through our proprietary platform: input, update, and maintain customer and professional personal data, as well as process various forms related to HR activities, including new hires, changes of status, benefits, terminations, etc.

• Oversee benefits administration on behalf of customers and professionals.

• Effectively communicate, both verbally and in writing, with professionals and customers to clarify and address inquiries and concerns (via email, phone, and other communication channels).

• Liaise with G-P partners and 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.

• Collaborate with external stakeholders, including Regional Local Service Providers (LSP) and Local Payroll Providers (LPP).

• Assist in payroll preparation by supplying relevant data, such as absences, bonuses, and leaves.

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

• Engage in the ongoing enhancement of HR processes and assist in keeping standard operating procedures and policies current.

• Support company-wide initiatives and projects.

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

• Aid in the review and renewal of company policies and ensure compliance.

• Assist in investigations pertaining to professional complaints.

⛳️ Requirements

• Minimum of 8 years of experience, with at least 4-6 years in Global Shared Services across all regions (APAC, EMEA, US).

• Preferably at least 2 years of experience in Global HR Shared Services, with a primary focus on IT Helpdesk.

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

• Additional language skills are a plus.

• IT Helpdesk background preferred with substantial knowledge of Zoho IT Helpdesk.

• Experience managing real-time chatbots with quick 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 an individual contributor while valuing teamwork.

• Strong organizational and time-management abilities.

• Ability to work in an international team comprising members from various locations and cultural backgrounds.

• Comfortable working in a dynamic, fast-paced environment.

• Willingness to work in dynamic shifts (with potential weekend support model).

• Significant experience in PeopleSoft, Workday, SAP, Zoho, Zendesk, ServiceNow, and other relevant HRMS tools.

• Capable of managing and achieving expected SLAs and KPIs.

🏝️ Benefits

• Generous paid parental leave.

• Flexible time off.

• Spending accounts.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Sabbatical after 5 years and beyond.