Human Resources Transaction Delivery - Tier 1

The HR Tier 1 Associate is the initial point of contact for employees seeking HR-related assistance through the ServiceNow platform. This role involves managing and resolving HR service requests, answering employee queries, and addressing concerns related to HR policies, benefits, payroll, and other HR services. The agent will ensure accurate documentation of interactions, provide excellent customer service, and escalate issues when necessary.

Location: Coimbatore

Reporting: Reports to Supervisor, Transaction Delivery

HOW YOU WILL THRIVE AND CREATE AN IMPACT:

• Act as the first point of contact for employees seeking help with HR-related issues such as benefits, payroll, time-off requests, and general HR policies.
• Create, update, and close tickets in the ServiceNow platform, ensuring timely and accurate resolution of employee requests.
• Reference the HR knowledge base to provide accurate and up-to-date information to employees.
• Investigate and resolve basic HR-related issues, escalating more complex cases to Tier 2 HR support or other specialized HR teams.
• Ensure that all employee interactions are handled with a high level of confidentiality and comply with company privacy policies.
• Accurately document and update all employee interactions within the ServiceNow platform to maintain clear records for reporting and follow-up purposes.

EXPERIENCE:

• Education: High school diploma or equivalent (required).
• Experience: 1-2 years of experience in HR support, customer service, or a related field (preferred).
• Familiarity with HR ServiceNow and Workday (preferred).
• Flexible to work from office and work in shifts that suit business requirements

SKILLS AND COMPETENCIES:

• Experience in handling customer or employee inquiries, preferably in an HR or shared services environment
• Ability to work independently and as part of a team in a fast-paced environment
• Basic understanding of HR practices, including benefits, payroll, and employee relations
• Ability to troubleshoot and resolve basic HR-related issues independently
• Ability to work well in a collaborative team environment
• Strong attention to detail, particularly when documenting requests and providing information
• High proficiency in English language both written and spoken
• Proficiency in other regional language desirable