Summary
We are looking for a dedicated Sr. Representative, People Solutions Center to provide exemplary customer service through email, SolvNow cases, and occasionally phone calls. The ideal candidate will excel in delivering timely support, managing cases efficiently, and driving process improvements. Responsibilities include conducting root cause analyses, aligning metrics with KPIs, and enhancing SLA response rates. Strong problem-solving and communication skills are essential, along with familiarity with case management systems like SolvNow. This role involves collaboration within the team and the use of technology to enhance service delivery.
Description
The Sr. Representative, People Solutions Center , it will provide specialized support related to Human Resources (PS), Payroll, and benefits inquiries for Latin American countries. The role involves handling tickets, diagnosing issues, and ensuring a seamless experience for end-users regarding these specific systems and processes.
Key Responsibilities:
- Respond to inquiries and requests for assistance with Human Resources, Payroll, and benefits systems via the SolvNow platform.
- Diagnose and resolve technical and process-related issues within these domains.
- Follow standard help desk procedures and log all help desk interactions.
- Escalate complex issues to higher-level support when necessary.
- Monitor and respond quickly and effectively to requests received through the SolvNow platform.
- Provide technical support and guidance to users in Latin America specifically for PS, Payroll, and benefits.
- Document internal procedures and update the knowledge base as needed
- Stay up to date with the latest industry developments and technologies related to these areas to provide proactive support and recommendations.
Qualifications:
- High school diploma or equivalent; further education in IT, HR, or related field is a plus.
- Proven experience as a help desk technician or other customer support role, preferably with PS, Payroll, or benefits systems.
- Proficiency in Microsoft Excel, including the ability to perform cross-referencing.
- Familiarity with the SolvNow platform or similar helpdesk systems will be a plus.
- Tech-savvy with working knowledge of office automation products, databases, and remote control.
- Good understanding of computer systems and other tech products.
- Ability to diagnose and resolve basic technical issues in PS, Payroll, and benefits.
- Excellent communication skills, with proficiency in Spanish.
- Customer-oriented and patient
Preferred Skills:
- Experience with ticketing systems and knowledge of PS, Payroll, and benefits systems.
- Knowledge of ITIL processes.
- Ability to work independently and manage time effectively.
- Strong problem-solving skills and attention to detail.
- English proficiency is preferred but not mandatory.
Internal Career Path Policies
- The game-changers must have the approval of his or her immediate supervisor to apply for the call.
- Required tenure: 6 months.
- Required performance: KPIs or goals on target for the business unit to which they belong in the last 3-month period (not average).
- Must not have active disciplinary actions.
- The game-changer may participate in only one process at a time.
- Comply with the learning paths of the Corporate University.
- Must remain at least 6 months in the position to which he/she was recently promoted, to be able to apply for another call.
- If you were evaluated by the PC psychologist for a vacancy and you were not selected, you must wait at least 2 months to reapply for that same position from which you did not pass
- The process is performed and/or outside working hours, which means that the game-changer should be available in his free time in case we require it.
- Any other guidelines that may arise in the Career Path process due to the legislation of each location or client's guidelines will be recorded within the current procedure and platform.
