Helpdesk Support with Spanish language at Tata Consultancy Services

Louisville, KY 40202

About the Job

Role: HelpDesk Support with Spanish language
Location (Onsite): Louisville, KY
Type: Full Time

Job Description:

The Tier 1 HR Helpdesk Agent is responsible for managing Tier 1 HR related queries (primarily calls) from the client employees, line managers, vendors and other 3rd parties’ basis the procedures defined, instructions provided and the knowledge base available. These queries relate to HR Policies, Employee Data Management, Payroll, Benefits, Learning and Development, T&A and other HR related topics. These queries should be managed in the specified time and with a mandated level of accuracy with focus on first time closure.

5 days Work from the office is a mandatory requirement of the role.
4 +years of Experience in voice process - Mandatory
Experience in HR Helpdesk - Preferred
Good understanding of HR Systems Workday and case management tools like ServiceNow (preferred)
Understanding of Service level agreements
Understanding of the Telephony tools e.g. Avaya
Handle Tier HR helpdesk queries in line with the set procedures and knowledge base.
Provide HR Helpdesk support to the Employees, Line Managers, Vendors and 3rd parties
Ensure call details are logged in the ticketing tool with proper notes
Ensure data privacy processes is followed with utmost focus
Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
The HR Call Center Representative 4 provides centralized human resource services spanning payroll, benefits and other transactions.
The HR Call Center Representative 4 assumes ownership and leads advanced and highly specialized administrative/operational/customer support duties that require independent initiative and judgment
The HR Call Center Representative 4 ensures efficiency of service center operations, technology and transaction processes. Establishes standards and procedures for handling employee questions, transactions and administration of human resource programs. Coordinates services with the human resource information systems, human resource program managers and technology specialists. Decisions are regarding the daily priorities for an administrative work group and/or external vendors including coordinating work activities and monitoring progress towards schedules/goals, and often oversees work of others and/or is the primary administrative owner of a main process, program, product or technology. Works within broad guidelines with little oversight.

Required Qualifications:

1 - 5 years of leadership experience
Must be passionate about contributing to an organization focused on continuously

Salary

42,000 - 50,000 /year