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 a focus on troubleshooting basic inquiries. Serve as a Subject Matter Expert for daily operations.

• Possess strong knowledge in 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 maintain employee records through our proprietary platform: input, update, and manage customer and professional personal data, processing various forms related to human resources activities such as new hires, status changes, benefits, terminations, etc.

• Administer benefits on behalf of customers and professionals.

• Communicate effectively, both verbally and in writing, with professionals and customers to clarify and resolve inquiries and concerns (via email, phone, and other communication methods).

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

• Coordinate with internal Centers of Excellence, such as 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 with payroll preparation by supplying relevant data, including absences, bonuses, and leaves.

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

• Engage in the continuous improvement of HR processes and assist in keeping standard operating procedures and policies updated.

• 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 compliance.

• Assist with investigations in response to professional complaints.

⛳️ Requirements

• Minimum of 2 years of experience, with at least 2-4 years in Global Shared Services covering all regions (APAC, EMEA, US).

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

• Proficient in both written and verbal English; resourceful with problem-solving skills and a thorough understanding of HR procedures and policies.

• Additional language skills are a plus.

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

• Experience in managing real-time chatbot interactions 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 helping to route issues appropriately.

• Meticulous attention to detail.

• Proficient in MS Office/Google Workspace.

• Thrives as an individual contributor while also valuing teamwork.

• Excellent organizational and time-management skills.

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

• Ability to operate in a dynamic, rapidly changing environment.

• Available for dynamic shifts, including potential weekend support.

• Strong experience in PeopleSoft, Workday, SAP, Zoho, Zendesk, ServiceNow, and any other relevant HRMS tool knowledge.

• 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 and beyond.