Support Specialist – Fixed Term Contract, 1 Year

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

📋 Description

• Oversee customer relationships and address inquiries promptly within a SaaS framework.

• Present a comprehensive skill set that merges technical expertise with vital soft skills such as leadership, adaptability, and problem-solving.

• Customized to adapt to the changing requirements of customer relationship management.

• Developed and implemented an omnichannel engagement strategy, resulting in a 95% increase in customer satisfaction scores.

• Prioritize issues by evaluating and categorizing the urgency of support tickets.

• Utilize Zendesk & GPP for monitoring customer interactions and ensuring accurate record-keeping.

• Provide dedicated support for Platinum & Gold customer accounts.

• Serve as the initial contact point for HR, IT, or Finance-related questions.

• Communicate effectively in both verbal and written formats with professionals and customers to clarify and resolve issues (via email, phone, and other communication methods).

⛳️ Requirements

• 3-5 years of experience in Global Shared Services with a minimum of six months in HR-related Shared Services activities (Hire to Retire Model) / IT Level 1 Support / Finance Shared Services addressing queries related to Payroll, Billing, Invoices / Benefits Support Queries / Related Queries in a Tier 1 model (Any combination of two preferred).

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

• Solid knowledge of Zoho & GPP.

• Customer-focused with the ability to adapt and respond to a diverse clientele.

• Exceptional organizational and time-management abilities.

• Proven experience in a similar shared services role.

• Capability to work within an international team consisting of members from various locations and cultural backgrounds.

• Ability to thrive in a dynamic and rapidly evolving environment.

• Competence in managing and achieving expected SLAs and KPIs.

• Keen attention to detail and proficiency with MS Office.

🏝️ Benefits

• Generous paid parental leave.

• Flexible time off.

• Spending accounts.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Sabbatical after 5 years.