Remote HR Assistant

Aston Carter•Atlanta, GA

6h•$21 - $21•Remote

About The Position

The HR Assistant serves as a key member of the HR Live Support team, providing best-in-class support on leave of absence, disability, and related HR services to employees across the US, Europe, Canada, and Latin America. In this role, you handle employee inquiries primarily via phone, chat, and email, using strong research skills, sound judgment, and a high level of empathy to resolve complex HR issues. You document each interaction with precision in a case management system, guide employees through available self-service tools, and collaborate closely with HR Business Partners and other internal teams to deliver a world-class employee experience in a fast-paced, high-volume environment.

Requirements

Experience providing customer service or support, preferably handling inbound calls and chat-based inquiries.
Demonstrated ability to show and communicate empathy when dealing with employees and customers.
Strong verbal and written communication skills, with the ability to explain complex information clearly and professionally.
Proven ability to research information using multiple resources to find accurate answers and solutions.
Ability to analyze situations, solve problems, and make sound decisions using high judgment and critical thinking.
Experience working in a fast-paced environment and adjusting to constantly changing workloads and priorities.
Strong attention to detail, with the ability to document interactions accurately in a case management or similar system.
Ability to manage confidential and sensitive employee information while adhering to strict data privacy standards.
Organizational skills with the ability to manage multiple priorities and follow through on tasks to completion.
Customer-obsessed mindset with a focus on delivering a world-class employee experience.

Nice To Haves

Prior experience in human resources or HR support is highly beneficial.
Exposure to leave of absence, disability, or accommodations processes is an advantage.
Experience working with global or multi-region employee populations (such as US, EMEA, Canada, or LATAM) is a plus.
Comfort using technology and HR tools, including case management systems, knowledge bases, and online self-service platforms.
Strong collaboration skills and the ability to work effectively with cross-functional teams such as HR, Benefits, Payroll, and Operations.
Motivation to build corporate HR experience in a high-volume, fast-paced environment.
Proactive, ownership-driven approach with a desire to continuously improve processes and the employee experience.

Responsibilities

Take full ownership of employee contacts and ensure each inquiry is accepted, investigated, and resolved with a high degree of problem solving and customer focus.
Serve as the first point of contact for employee inquiries related to leave of absence, disability, and other HR-related matters via phone, chat, and email.
Handle case intake, answer general policy questions, explain documentation requirements, and outline next steps to help expedite leave, disability, and related processes.
Use available resources such as frequently asked questions, knowledge base articles, and standard operating procedures to resolve inquiries, escalating cases when issues cannot be resolved at the first level.
Conduct empathetic, personalized conversations with employees to understand their situations, assess their needs, and adjust case management plans accordingly.
Respond promptly to issues that arise during a leave event and ensure accurate and timely communication and documentation, even when information is limited.
Apply high judgment, critical thinking, and rationale to balance process adherence with individual employee needs when analyzing and deciding on leave, disability, and accommodations requests.
Document and track every employee interaction in the case management system with a high level of accuracy and attention to detail.
Encourage and guide employees to use self-service tools and resources where appropriate, promoting efficiency and empowerment.
Maintain strong, collaborative relationships with HR Business Partners, Benefits, Payroll, Talent Management, Stocks, and Operations teams to resolve cross-functional issues.
Consult and collaborate with partner teams on process changes and provide feedback that helps update and improve HR policies and procedures.
Handle confidential and sensitive employee information in accordance with strict data privacy and security requirements.
Adapt quickly to changing workloads, shifting priorities, and multiple communication channels in a fast-paced, high-volume environment while consistently meeting service expectations.