Problem Resolution Associate (Bilingual)

Strada • Round Rock, TX

1d • Hybrid

About The Position

At Strada, possibility isn’t just a promise – it’s the foundation of everything we do. We believe in unlocking potential for every colleague, creating a journey of growth, discovery, and impact. With the support, resources, and opportunities we provide, you’ll build a fulfilling future – working on meaningful projects that span industries and regions, contributing to outcomes that matter. Strada is a people, payroll, and technology leader simplifying international workforce management. Operating in 180+ countries, we design and deliver people-first solutions powered by cloud-based technology – helping organizations grow and enabling workforces to perform at their best. We are looking for a Bi-Lingual (Spanish/English) Problem Resolution Associate at our Call Center in Round Rock, TX. Work is performed in a hybrid setting at both home and on-site, from 7AM to 7PM, M-F, located at: 810 Hester’s Crossing Suite 250 Round Rock, TX 78681. This role is the Tier 1 call center position for the various towers of service such as Benefits, Organizational Management, Human Resources, Recruiting, Pay, and Time/Leave.

Requirements

• High School diploma or GED
• Fluent in writing/reading/conversation in Spanish as well as English
• Knowledge of basic computer operations
• Ability to demonstrate excellent customer service/support skills.
• Ability to demonstrate excellent written and oral communication skills.
• Must be comfortable working in a performance-based and structured environment while demonstrating high ethical standards.
• Must have organizational skills, such as the ability to multi-task, set priorities, and follow up in a timely manner.
• Ability to collaborate and work in a team environment, as well as work independently and make sound decisions.
• Flexibility to work any 8-hour shift between 7AM and 7PM M-F as well as extended hours, if necessary.

Nice To Haves

• Experience in one of these industries is preferred: Health Care, Human Resources Services or Financial Services

Responsibilities

• Utilizing your interpersonal skills and extensive on-the-job training to provide professional, knowledgeable, helpful, courteous, and responsive customer service with appropriate empathy.
• Recognizing/acknowledging the need for additional research to resolve any issues reported by the customer and handle this casework throughout shift.
• Clarify customer requirements: probe for and confirm understanding of requirements and/or problems as the first contact resolution.
• Confirm customer understanding of the solution and provide additional customer assistance/education, as needed.
• Prepare and complete accurate work and update customer/employee files in database, as authorized.
• Staying current on clients’ programs and services through on-going training provided by Strada and self-study.
• Occasionally use decision-support tools to answer complex questions.
• Staying current on client’s programs and provisions through on-going training.
• Maintain a broad knowledge of services.
• Participate in activities designed to improve customer satisfaction and business performance and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and collaborative work environment.
• The chance to work with cutting-edge technology and innovative solutions.
• Health coverage
• Wellbeing programs
• Paid leave (vacation, sick, parental)
• Retirement plans
• Learning opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED