Job Title:
Sr. Representative, People Solutions Center
Job Description
We are looking for a dedicated Sr. Representative, People Solutions Center to provide exemplary customer service through email, SolvNow cases, and occasionally phone calls. The ideal candidate will excel in delivering timely support, managing cases efficiently, and driving process improvements. Responsibilities include conducting root cause analyses, aligning metrics with KPIs, and enhancing SLA response rates. Strong problem-solving and communication skills are essential, along with familiarity with case management systems like SolvNow. This role involves collaboration within the team and the use of technology to enhance service delivery.
The Sr. Representative, People Solutions Center , it will provide specialized support related to Human Resourcees (PS), Payroll, and benefits inquiries for Latin American countries. The role involves handling tickets, diagnosing issues, and ensuring a seamless experience for end-users regarding these specific systems and processes.
Key Responsibilities:
Respond to inquiries and requests for assistance with Human Resources, Payroll, and benefits systems via the SolvNow platform.
Diagnose and resolve technical and process-related issues within these domains.
Follow standard help desk procedures and log all help desk interactions.
Escalate complex issues to higher-level support when necessary.
Monitor and respond quickly and effectively to requests received through the SolvNow platform.
Provide technical support and guidance to users in Latin America specifically for PS, Payroll, and benefits.
Document internal procedures and update the knowledge base as needed
Stay up to date with the latest industry developments and technologies related to these areas to provide proactive support and recommendations.
Qualifications:
High school diploma or equivalent; further education in IT, HR, or related field is a plus.
Proven experience as a help desk technician or other customer support role, preferably with PS, Payroll, or benefits systems.
Proficiency in Microsoft Excel, including the ability to perform cross-referencing.
Familiarity with the SolvNow platform or similar helpdesk systems will be a plus.
Tech-savvy with working knowledge of office automation products, databases, and remote control.
Good understanding of computer systems and other tech products.
Ability to diagnose and resolve basic technical issues in PS, Payroll, and benefits.
Excellent communication skills, with proficiency in both English and Spanish.
Customer-oriented and patient
Preferred Skills:
Experience with ticketing systems and knowledge of PS, Payroll, and benefits systems.
Knowledge of ITIL processes.
Ability to work independently and manage time effectively.
Strong problem-solving skills and attention to detail.
Location:
COL Work-at-Home
Language Requirements:
Spanish (Required)
Time Type:
Full time
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