Support Specialist

Support Specialist (Remote within India - fixed term role)

About the position:

As a Support Specialist, you will have responsibility for supporting customers and professionals throughout the region. You will be a part of our Support Team supporting HR, IT, Finance, and benefits queries. In this role, you will handle all day-to-day queries with resolution for all the in-scope verticals.

Please note this is a 6-month fixed-term contract.

Working Days: Monday - Friday

6:00 PM – 2:00 AM (Night Shift)

PLEASE ONLY APPLY IF YOU ARE COMFORTABLE WITH NIGHTSHIFT HOURS

What you can expect to do:

• Support Level 1 IT / HR Helpdesk with experience in troubleshooting basic queries.
• Knowledge of Zoho Absence Management / Zendesk or Service Now IT Ticket Triaging
• Understanding of employee life cycle processes such as data management, time and expense management, transfers, change requests, employment certification.
• Serve as the first point of contact for professionals on any HR, IT, or Finance related inquiries.
• Communicate effectively both verbally and in written form with professionals and our customers to explain and resolve queries and concerns (via email, phone, and other means of communication).
• Communicate and liaise with G-P partners/vendors, including insurance vendors, local service providers, pension providers.
• Coordinate with internal Centers of Excellence including IT, Finance, Payroll, Billing, Customer Success Manager, and Sales Support.
• Coordinate with external stakeholders including Regional local service provider (LSP) and Local Payroll provider (LPP).
• Assist with payroll preparation by providing relevant data, like absences, bonus and leaves.
• Carry out audits and checks on data changes to ensure accurate and timely payment for the professionals. 
• Support with company-wide initiatives and projects.

What we are looking for:

• 1-3 years of Global Shared Services experience with at least one year of experience in handling IT Helpdesk Tier 1 and Tier 2 Support.
• Proficient in both written and verbal English; Resourceful, problem-solving aptitude and thorough knowledge of HR / IT / Finance (Shared Services) procedures and policies
• Experience in handling real time Chat bot with quicker response time
• Customer oriented with ability to adapt/respond to diverse customer base.
• Ability to be at the forefront of the ticketing and help in routing issues as appropriate.
• Meticulous attention to detail.
• Literacy with MS Office/Google Space.
• Thrives both as an individual contributor but also appreciates teamwork.
• Ability to work in international team comprised of team members in different locations and from different cultures and backgrounds.
• Ability to work in a dynamic, rapidly changing environment.
• Available to work in Dynamic shifts (With potential Weekend support model).
• Strong Experience in Peoplesoft/Workday/ SAP/Zoho/Zendesk/ServiceNow and any other relevant HRMS tool knowledge.
• Candidate with experience in supporting Zoho Helpdesk will have added advantage.
• Ability to manage and meet expected SLAs and KPIs.

We will consider for employment all qualified applicants who meet the inherent requirements for the position. Please note that background checks are required, and this may include criminal record checks.

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