HR Shared Services Support Representative

Altium Packaging•Atlanta, GA

19h•Onsite

About The Position

The HR Shared Services Support Representative plays a crucial role in providing frontline support for our organization's shared services functions (compensation, payroll, HRIS, recruiting, etc.). This position involves handling a variety of service requests and inquiries from internal and external stakeholders, ensuring efficient and effective resolution. The ideal candidate will have strong communication skills, a customer-focused approach, and the ability to manage multiple tasks in a dynamic environment.

Requirements

High school diploma or equivalent
1-2 years of experience in a customer support or service-related role, preferably within a shared services environment.
Basic knowledge of service management software (e.g., ServiceNow, JIRA)
Proficiency in Microsoft Office Suite.
Strong verbal and written communication skills with the ability to interact effectively with diverse stakeholders.

Responsibilities

Act as the primary contact for internal and external customers, addressing their service requests and inquiries.
Provide timely and accurate information, assistance, and solutions to ensure customer satisfaction.
Maintain a professional and courteous demeanor while interacting with stakeholders.
Handle and resolve routine issues related to shared services processes and systems.
Document and track service requests, incidents, and resolutions using the service management system.
Escalate complex or unresolved issues to higher-level support or specialized teams as needed.
Process and manage service requests from initiation to resolution, ensuring adherence to service level agreements (SLAs).
Prioritize and coordinate tasks to ensure efficient service delivery and meet deadlines.
Monitor and follow up on outstanding requests to ensure timely resolution.
Assist users with system-related inquiries and issues, providing guidance and support on system functionalities.
Perform basic troubleshooting and coordinate with HRIS or COE leads for complex issues.
Ensure system data accuracy and report any discrepancies to the appropriate team.
Maintain accurate records of service requests, incidents, and resolutions in the service management system.
Prepare and contribute to regular reports on service performance and metrics.
Update and maintain user guides and process documentation as needed.
Identify opportunities for improving service delivery and efficiency.
Provide feedback on processes and suggest enhancements to streamline operations.
Participate in team meetings and contribute to process improvement initiatives.
Reasonable mandatory overtime may be required due to business needs.