HR Support Services Specialist - (Full-time), Remote

Summary

HR Team member providing administrative and technical HR & Payroll support to colleagues.Reviews and resolves inquiries submitted through human capital system with a focus on timely resolution.Serving as the initial point of contact for all HR & Payroll inquiries, this role provides system guidance within established service level agreement timeframes and maintains inquiry repository within human capital system. Incumbent will conduct ad hoc interactive training as inquiries are received and triaged.This position identifies training opportunities on specific HR & Payroll topics and makes recommendations to HR Leadership Team, empowering colleagues to self-serve using available resources.HR Support Case Solver will actively assist in identifying and developing KPIs and serve as the operational SME when evaluating system and process enhancement opportunities.

Position Responsibilities

Support Services:

Responsible for initiating and administering the case management function within the human capital system. Responsible for addressing and resolving HR & Payroll related inquiries by serving as the first tier of support for all colleagues’ requests across all functional groups. Patiently listens and asks clarifying questions to understand the root issue to effectively assist colleagues. Respond and resolve requests within predetermined service level agreements, while independently escalating to subject matter experts as needed. Follows-up on escalated cases to ensure customer’s needs are fulfilled and case status is updated.

Education And Training

Consistently and clearly demonstrates how to find HR & Payroll resource information, training material, and how to use self-serve and managerial functions within human capital system. Proactively makes recommendations to revise training content based on the voice of the customer and on-going system enhancements. Participates in the evaluation and review of training materials. Confidently provides one-to-one and group training as needed.

Reporting And Analytics

Responsible for tracking and reporting case management inquiries in aggregate with a focus on data integrity and completion. Uses metrics to identify training opportunities based on validated and trended data. Makes recommendations to streamline process and improve customer experience. Communicates findings to HR & Payroll Leadership.

Position Qualifications Required / Experience Required

2 to 3 years business experience. Excellent customer service, verbal and written communication skills. Must be comfortable with multi-tasking and demonstrate strong attention to detail and a high technology comfort. Solid critical thinking skills, including the ability to apply logarithmic thought process to a variety of situations. Ability and willingness to become familiar with large volume of policies and functionality. Must be able to work independently and show flexibility to meet deadlines. Advanced level of experience with MS Excel and PowerPoint.

Required Education

High School diploma.