Job Summary / Overview This role provides various types of support for Tier 1 inquiries. 'Tier 1' refers to a scalable, repeatable flow of contact center services documented in reference material available to Specialists via approved Knowledge Base (KB) with an emphasis on education and enabling self-service through how-to guidance. Key Responsibilities and Accountabilities Serve as a knowledgeable resource for employees, providing support via phone, email, or chat. Address and resolve inquiries related to pay, time away, leave, and benefits with accuracy and confidentiality. Leverage your expertise in Workday HCM and ServiceNow case management tools to manage employee support cases effectively. Utilize critical thinking to analyze and resolve moderately complex and sensitive issues. Ensure compliance with company policies and procedures while assisting employees. The Specialist is expected to provide expert personal support and ensure Tier 1 inquiries are properly researched, analyzed, resolved and/or documented and handled in the most professional and caring way in accordance with the training and other direction received from the client. For some request types, resolution of an inquiry may require transferring a call or case to a third party (such as a benefits administrator) or different group within client's organization for additional triage and support, in accordance with client's documented processes. Exceptional judgement is essential to meet case handling requirements and identify high priority inquiries. Main Job Requirements Education and Specific Training Bachelor Degree is preferred Work Experience Minimum of 3 years related experience in employee support and strong working knowledge of the conceptual dependencies between company policies, benefits, payroll and HRIS. Or, minimum of 4 years of experience in customer service support and working knowledge of Human Resources. Required Skills C1 Mandarin + C1 English Workday HCM module knowledge and/or other HRIS systems ServiceNow case management experience strongly preferred Excellent written and verbal communication skills in English (or other requested languages at an advanced professional level C1 or higher, including English) Exceptional ability to think critically, explore and listen in order to effectively research and resolve moderately complex and sensitive inquiries by phone, email, or chat. Experience supporting pay, time away and leave, along with general knowledge of benefits a plus. Ability to type 50-60 WPM
