This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sr. Support Specialist based in India.
This role sits at the heart of global customer and employee support operations within a fast-paced, remote-first environment. You will act as a key point of contact for resolving HR, IT, finance, and benefits-related queries across multiple regions and stakeholders. The position combines hands-on ticketing support with subject matter expertise, ensuring smooth end-to-end resolution of employee lifecycle and service requests. You will work closely with internal teams and external vendors to maintain high service quality and operational accuracy. A strong focus is placed on data integrity, process compliance, and timely case resolution across global time zones. This is a high-impact support role where communication, problem-solving, and operational excellence directly influence employee experience worldwide.
Accountabilities:
- Provide Level 1 IT and HR helpdesk support, troubleshooting day-to-day employee and system-related queries as a subject matter expert.
- Manage and triage tickets using tools such as Zendesk, ServiceNow, or similar platforms to ensure timely resolution.
- Maintain and update employee records across HR systems, including hires, changes, terminations, and benefits-related updates.
- Support employee lifecycle processes such as onboarding, transfers, time and expense management, and employment verification.
- Handle benefits administration and coordinate with vendors, insurance providers, and pension partners.
- Collaborate with internal teams including IT, Finance, Payroll, Customer Success, and Sales Support for issue resolution.
- Assist with payroll inputs by providing accurate data on absences, bonuses, and leave management.
- Conduct audits and data quality checks to ensure accuracy, compliance, and timely processing.
- Support continuous improvement initiatives by updating SOPs and participating in process optimization efforts.
Requirements:
- 8+ years of overall experience, including 4–6 years in global shared services or HR operations across multiple regions (APAC, EMEA, US).
- At least 2 years of experience in HR shared services with strong exposure to IT helpdesk or ticketing systems.
- Hands-on experience with tools such as Zoho, Zendesk, ServiceNow, Workday, SAP, or PeopleSoft.
- Strong understanding of HR processes, employee lifecycle management, and service delivery frameworks.
- Excellent written and verbal English communication skills with a customer-focused mindset.
- Strong problem-solving ability, attention to detail, and capacity to manage multiple priorities.
- Experience handling real-time chat or ticketing systems with fast response SLAs.
- Ability to work in dynamic shift schedules, including weekend coverage (Wednesday–Sunday).
- Strong organizational and time-management skills with the ability to work independently and in global teams.
Benefits:
- Competitive compensation aligned with experience and market standards
- Comprehensive medical, dental, and vision insurance coverage
- Generous paid time off and flexible leave policies
- Parental leave and family support programs
- Remote-first global work environment with cross-cultural collaboration
- Learning and development opportunities across HR and support functions
- Long-term career growth in global shared services operations
- Additional perks such as sabbatical eligibility and wellness support programs