About the role

We are hiring Tier 1 HR Helpdesk Agents in Bangalore and Mumbai to handle HR queries, mainly by phone, from client employees, line managers, vendors and other third parties. Queries cover HR policies, employee data, payroll, benefits, learning and development, time and attendance and other HR topics. You will resolve them within set timelines, with high accuracy and a focus on first-time closure. The role suits professionals with 1 to 6 years of international voice experience. It is a 5-day onsite role on 24x7 rotational shifts, mostly US night shifts.

Key responsibilities

• Handle Tier 1 HR helpdesk queries using set procedures and the knowledge base
  
• Support employees, line managers, vendors and third parties on HR policies, employee data, payroll, benefits, learning and development, and time and attendance
  
• Resolve queries on the first contact, within agreed timelines and accuracy levels
  
• Log every call in the ticketing tool with clear notes
  
• Follow data privacy processes closely
  
• Keep quality high by following standards and guidelines, and suggest better procedures
  

Required qualifications and experience

• International voice process experience (mandatory)
  
• 1 to 6 years of experience, as per job grade
  
• Graduate in any discipline
  
• Basic computer knowledge (MS Office) and the ability to learn new tools quickly
  
• Typing speed of 30 WPM with 100% accuracy
  
• Excellent written and verbal communication
  
• Strong probing, problem-solving and decision-making skills
  
• Attention to detail and a strong customer service orientation
  
• Troubleshooting and research skills, and learning agility
  
• Understanding of service level agreements
  
• Willing to work 24x7 rotational shifts (mostly US night shifts), 5 days a week from the office
  

Preferred qualifications

• US voice process experience
  
• International HR helpdesk experience
  
• Knowledge of HR systems and case management tools such as ServiceNow and Remedy
  
• Familiarity with telephony tools such as Avaya
  

Job details

Why join

• Build an HR operations career on an international voice account
  
• Exposure to HR policy, payroll, benefits and employee data queries
  
• Hands-on work with ServiceNow and telephony tools
  
• Growth path to senior agent, SME and team lead roles