Problem Resolution Associate

Strada • Round Rock, TX

3d • Onsite

About The Position

Strada is a technology-enabled, people-powered company committed to delivering world-class payroll, human capital management, and financial management solutions to organizations globally. With a team of more than 8,000 experts and over 30 years of expertise, Strada blends leading-edge technology with human ingenuity to help businesses across the globe design and deliver at scale. Supporting over 1,400 customers in thirty-three countries, Strada partners with customers at every stage of their journey, to help drive their vision forward. It is why we are so driven to connect passion with purpose. Our team’s experience in human insights and cloud technology gives companies and employees around the world the ability to power confident decisions, for life. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Strada is the perfect place to put your passion to work. We are in the North Austin/Round Rock area. This is a 100% in-person, on-site position. We are seeking candidates who live within a reasonable commuting distance of our office and can reliably commute to the office each scheduled workday. Regular and reliable on-site attendance is an essential requirement of this position. Candidates must be able to consistently report to the office as scheduled. This is not a remote or hybrid position.

Requirements

• High School diploma or GED
• 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.
• Authorization to work in the Employing Country without future sponsorship.

Nice To Haves

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

Responsibilities

• Utilizing your people’s 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 manage this casework throughout shift.
• Clarifying 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.
• Preparing and completing accurate work and updating 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 using decision-support tools to answer complex questions.
• Staying current on client’s programs and provisions through on-going training.
• Maintaining a broad knowledge of services.
• 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.
• Participating 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

• variety of health coverage options
• wellbeing and support programs
• retirement
• vacation and sick leave
• maternity leave
• paternity leave
• adoption leave
• continuing education
• training
• several voluntary benefits options
• competitive total rewards package

What This Job Offers

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