Senior Support Specialist

Job Description

Join our team as a Senior Support Specialist, providing expert assistance to Level 1 IT/HR Helpdesk. Utilize your strong knowledge in Zoho Absence Management / Zendesk or Service Now IT Ticket Triaging to resolve queries efficiently. You'll also manage employee lifecycle processes, maintain employee records, and administer benefits. Communicate with professionals and customers, coordinate with internal and external stakeholders, and support payroll preparation. Participate in process improvements, maintain company policies, and assist with investigations.

Qualifications

1. 8+ years of experience with at least 4-6 years in Global Shared Services handling all regions (APAC, EMEA, US). 2. At least 2 years in Global HR Shared Service experience preferred with a key focus in IT Helpdesk. 3. Proficient in written and verbal English; resourceful, problem-solving aptitude, and thorough knowledge of HR procedures and policies. 4. Additional language skills would be advantageous. 5. IT Helpdesk Background preferred with extensive knowledge in Zoho IT Helpdesk. 6. Experience handling real-time Chatbots with quick response times. 7. Customer-oriented with the ability to adapt/respond to a diverse customer base. 8. Ability to be at the forefront of ticketing and help in routing issues as appropriate. 9. Meticulous attention to detail. 10. Literacy with MS Office/Google Space. 11. Thrives both as an individual contributor and appreciates teamwork. 12. Excellent organizational and time-management skills. 13. Ability to work in an international team comprised of team members in different locations and from different cultures and backgrounds. 14. Ability to work in a dynamic, rapidly changing environment. 15. Available to work in Dynamic shifts (With potential Weekend support model). 16. Strong Experience in Peoplesoft/Workday/SAP/Zoho/Zendesk/ServiceNow and any other relevant HRMS tool knowledge. 17. Ability to manage and meet 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 more.