HR Shared Services Support Representative

About the role

The HR Shared Services Support Representative plays a crucial role in providing frontline support for our organization's shared services functions (compensation, payroll, HRIS, recruiting, etc.). This position involves handling a variety of service requests and inquiries from internal and external stakeholders, ensuring efficient and effective resolution. The ideal candidate will have strong communication skills, a customer-focused approach, and the ability to manage multiple tasks in a dynamic environment.

Location: 2500 Windy Ridge Parkway, Atlanta, Georgia 30339

Responsibilities

• Act as the primary contact for internal and external customers, addressing their service requests and inquiries.
• Provide timely and accurate information, assistance, and solutions to ensure customer satisfaction.
• Maintain a professional and courteous demeanor while interacting with stakeholders.
• Handle and resolve routine issues related to shared services processes and systems.
• Document and track service requests, incidents, and resolutions using the service management system.
• Escalate complex or unresolved issues to higher-level support or specialized teams as needed.
• Process and manage service requests from initiation to resolution, ensuring adherence to service level agreements (SLAs).
• Prioritize and coordinate tasks to ensure efficient service delivery and meet deadlines.
• Monitor and follow up on outstanding requests to ensure timely resolution.
• Assist users with system-related inquiries and issues, providing guidance and support on system functionalities.
• Perform basic troubleshooting and coordinate with HRIS or COE leads for complex issues.
• Ensure system data accuracy and report any discrepancies to the appropriate team.
• Maintain accurate records of service requests, incidents, and resolutions in the service management system.
• Prepare and contribute to regular reports on service performance and metrics.
• Update and maintain user guides and process documentation as needed.
• Identify opportunities for improving service delivery and efficiency.
• Provide feedback on processes and suggest enhancements to streamline operations.
• Participate in team meetings and contribute to process improvement initiatives.

Requirements

High school diploma or equivalent; 1-2 years of experience in a customer support or service-related role, preferably within a shared services environment.

Skills

• Strong verbal and written communication skills with the ability to interact effectively with diverse stakeholders.
• Basic knowledge of service management software (e.g., ServiceNow, JIRA).
• Proficiency in Microsoft Office Suite.

Benefits

• Medical, dental and vision plans
• Company holidays and vacation days
• Tuition reimbursement
• Learning and training opportunities
• Bonus potential
• 401(k) plan with company contributions
• Rewards and recognition programs
• Opportunities to make a difference in the community

Schedule

8hr-1st Shift (United States of America). Reasonable mandatory overtime may be required due to business needs.