Customer Support

TEKsystems•New York, NY

10d•$18 - $23•Hybrid

About The Position

The Resource Center Representative provides Tier 1 support for employee inquiries received through phone, email, chat, and other channels. This role delivers exceptional customer service with a focus on first-contact resolution, case management, issue identification, problem resolution, and appropriate escalation to Tier 2 support when needed. The position will also support the Workday ERP implementation and ongoing Workday operations.

Requirements

Adaptable and resourceful: Comfortable working in a fast-paced, evolving environment supporting a major Workday ERP implementation. While the primary focus will be serving as a Resource Center Representative, candidates must be flexible and willing to take on additional responsibilities as business and project needs change. The ideal candidate can learn quickly, troubleshoot unfamiliar issues, and adapt to evolving processes and information.
Customer-focused communicators: Demonstrate excellent phone, email, and chat communication skills, with the professionalism, patience, and empathy needed to support a diverse employee population, including clinical, research, and administrative staff.
Accountable and solution-oriented: Take ownership of employee inquiries from initial contact through resolution. Able to follow up with support teams, advocate for employees, escalate issues when appropriate, and drive cases to completion.
Highly organized and able to prioritize: Comfortable managing multiple cases and shifting priorities in a high-volume support environment during ERP go-live and hypercare periods.
Work on December 31 (New Year's Eve) and January 1 (New Year's Day) during the ERP go-live.
Work weekends on January 2-3 and January 9-10.
Maintain a standard Monday-Friday schedule outside of these required go-live dates.
Available to work either 8:00 AM - 4:00 PM, or 11:00 AM - 7:00 PM.

Nice To Haves

Previous experience with Workday and/or ServiceNow
Experience supporting Workday Finance and/or Supply Chain functions

Responsibilities

Respond to employee inquiries of basic to moderate complexity through multiple support channels.
Utilize knowledge articles, call guides, and established procedures to resolve issues.
Educate employees on self-service tools and available resources.
Document inquiries, troubleshoot issues, and track case activity within ticketing systems.
Escalate complex issues appropriately and follow through to resolution.
Conduct outbound follow-up communications as needed.
Deliver a high level of customer service while maintaining response time and quality standards.
Support transactions, employee inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM environment.
Assist users with Workday Finance, Supply Chain, HR, Payroll, Benefits, Recruiting, Compensation, Performance Management, and Employee/Manager Self-Service processes.
Partner with HR, Finance, IT, Supply Chain, Research, and other business teams to resolve issues and support business operations.
Assist with system adoption efforts, process improvements, and end-user support activities.
Perform day-to-day operational support for HR processes and applications.
Process Workday transactions and provide concierge-level support when necessary.
Complete tasks in accordance with standard operating procedures and data quality standards.
Collaborate with HR Business Partners and managers to resolve low-complexity issues.
Provide regular status updates and maintain accurate case documentation.