HR Shared Services Support Representative

Position Overview

Location: 2500 Windy Ridge Parkway, Atlanta, Georgia 30339. Schedule: 8hr-1st Shift (United States of America). 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.

Key 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.

Required Qualifications

• Education: High school diploma or equivalent;
• Experience Required: 1-2 years of experience in a customer support or service-related role, preferably within a shared services environment.
• Qualifications: Basic knowledge of service management software (e.g., Service Now, JIRA) and proficiency in Microsoft Office Suite.
• Qualifications: Strong verbal and written communication skills with the ability to interact effectively with diverse stakeholders.

Benefits & Perks

• Competitive and comprehensive benefits package including medical, dental, and vision plans; company holidays and vacation days; tuition reimbursement; learning and training opportunities; bonus potential; a 401(k) plan with company contributions; rewards and recognition programs; and opportunities to make a difference in the community.