Business Support Center Representative

About the role

Column Technical Services is looking for a talented Business Support Center Representative to join our team and serve as a trusted resource for employees across the organization. In this role, you'll provide front-line support, work with Workday and other business systems, collaborate with multiple departments, and help drive a positive employee experience. This is an excellent opportunity for a customer-focused professional who enjoys troubleshooting, building relationships, and contributing to process improvements while expanding their HR and business operations expertise. Ready to make an impact from day one? Apply today and grow your career! This position is not eligible for visa sponsorship. Applicants must be authorized to work in the United States without current or future sponsorship. Candidates who reside in New York or New Jersey are encouraged to apply, as they will be required to report to the office onsite during January and February for go-live and hypercare support.

Responsibilities

• Serve as first point of contact for employee inquiries received through various channels (phone, email, other communication methods).
• Deliver exceptional customer service with a focus on resolving issues during the initial interaction whenever possible.
• Develop and maintain knowledge of HR programs, policies, procedures, and systems.
• Support issue identification, case creation, problem resolution, and escalation to specialized support teams when necessary.
• Provide front-line support for employee transactions, system inquiries, and case resolution related to the Workday ERP implementation and existing Workday HCM platform.
• Deliver accurate and timely assistance through phone calls, service requests, and case management activities.
• Collaborate with teams across Human Resources, Finance, Information Technology, Supply Chain, Research, and other business areas to resolve system and process-related issues.
• Support user adoption initiatives, process enhancements, and end-user troubleshooting to ensure effective ERP and HCM operations.
• Respond to employee and manager inquiries of basic to moderate complexity, utilizing established procedures, scripts, and knowledge resources to provide accurate information and solutions.
• Guide customers toward available self-service tools and resources, helping them become more proficient in navigating HR systems and knowledge bases.
• Utilize various systems and applications to research, track, and troubleshoot inquiries.
• Accurately document issues, determine appropriate next steps, and coordinate resolution efforts.
• Seek guidance from leadership when addressing unfamiliar or complex situations.
• Provide regular updates on open cases and ongoing issues through written and verbal communication.
• Professionally manage inbound and outbound communications with employees and managers.
• Conduct follow-up outreach as needed to ensure timely case resolution.
• Identify and resolve customer concerns while maintaining a positive customer experience.
• Deliver outstanding service by ensuring requests are handled accurately, professionally, and within established service-level expectations.
• Contribute to a high-quality service environment through responsiveness, accuracy, and consistent execution of transactions.
• Provide daily operational support for HR-related processes and applications, including Recruiting, Employee and Manager Self-Service, Absence Management, Performance Management, Benefits, Payroll, Compensation, and Finance functions.
• Process Workday transactions and provide concierge-level assistance when required.
• Perform proactive follow-up communications to ensure issues are resolved and customers remain informed.
• Execute transactions and operational tasks in accordance with established procedures and service standards.
• Partner with HR Business Partners and departmental leaders to resolve routine and low-complexity issues.
• Assist in onboarding and training newly hired HR Resource Center team members.
• Assist with the development, maintenance, and enhancement of HR knowledge base content.
• Remain informed of new system capabilities, policy updates, regulatory requirements, and compliance changes to support accurate guidance and communication.
• Partner with HR Business Partners and Centers of Excellence to gain understanding of both new and existing policies, procedures, and programs.
• Provide ongoing feedback to leadership regarding service trends, recurring issues, and opportunities to improve processes.
• Identify and recommend enhancements that streamline workflows,