Support Specialist (Night Shift)

About this 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.

What you'll do:

• Managing customer relationships and addressed concerns in a timely manner SaaS Model

• Present a well-rounded skill set that combines technical acumen with essential soft skills like leadership adaptability and problem-solving

• Tailored to meet the evolving demands of customer relationship management.

• Developed and executed omnichannel engagement strategy boosting customer satisfaction scores by 95%.

• Triage prioritizes by assessing and sorting the urgency of tickets

• Utilize Zendesk & GPP to track customer interactions and maintain accurate records.

• Dedicated Support on Platinum & Gold Customer Support

• Present a well-rounded skill set that combines technical acumen with essential soft skills like leadership adaptability and problem-solving tailored to meet the evolving demands of customer relationship management.

• 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)

What we're looking for:

• 3-5 years of Global Shared Services with at least six months of experience in handling HR related Shared Services activities (Hire to Retire Model) / IT Level 1 Support / Finance Shared Services answering Queries relating to Payroll Billing Invoices / Benefits Support Queries / Related Queries in Tier 1 model (Any Two combination preferred)

• Proficient in both written and verbal English; Resourceful problem-solving aptitude and thorough knowledge of HR procedures and policies

• Strong Knowledge in Zoho & GPP

• Customer oriented with ability to adapt/respond to diverse customer base

• Excellent organizational and time-management skills

  • Proven work experience in similar shared services position

  • 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

  • Ability to manage and meet expected SLAs and KPI

  • Meticulous attention to detail/ Literacy with MS Office

Please note this position is on a night shift from 10:00pm IST till 7:00am IST so please only apply if you are able to accommodate this shift pattern.

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.