We are hiring an HR Helpdesk Agent to join our HR Shared Services team. In this role, you will provide first-level HR support to employees, managers, vendors, and third parties by handling HR-related inquiries through voice support. The ideal candidate should have experience in an international voice process, strong communication skills, and the ability to resolve HR queries efficiently while maintaining data confidentiality.

This is a 100% Work From Office role with rotational shifts.

Key Responsibilities

HR Helpdesk Support

• Handle Tier 1 HR helpdesk queries related to HR policies, payroll, employee data management, benefits, learning & development, time & attendance, and other HR services.

• Provide timely and accurate support to employees, managers, vendors, and third parties.

• Resolve customer queries with a focus on First Call Resolution (FCR).

• Escalate complex issues as per defined procedures.

Case & Ticket Management

• Log and update all customer interactions accurately in the ticketing system.

• Maintain proper documentation and case notes.

• Ensure compliance with HR processes and data privacy guidelines.

Customer Service & Quality

• Deliver high-quality customer service while meeting defined Service Level Agreements (SLAs).

• Follow standard operating procedures and quality guidelines.

• Identify opportunities for process improvement.

• Maintain professionalism and confidentiality in all interactions.

Qualifications

Education

• Graduate in any discipline.

Experience

• 1–6 years of experience in an International Voice Process.

• Experience in HR Helpdesk or HR Shared Services is preferred.

• Experience supporting US-based customers is an advantage.

• Domestic voice process experience will not be considered.

Technical Skills

• Basic Microsoft Office skills.

• Familiarity with HR systems or case management tools such as ServiceNow or Remedy is preferred.

• Knowledge of telephony tools (e.g., Avaya) is an advantage.

• Typing speed of 30 WPM with 100% accuracy.

Required Skills

• Excellent verbal and written communication.

• Strong customer service skills.

• Problem-solving and analytical ability.

• Attention to detail.

• Ability to work in a fast-paced environment.

• Research and troubleshooting skills.

• Understanding of Service Level Agreements (SLAs).

Work Setup

• 100% Work From Office

• Location: Bangalore or Mumbai

Work Schedule

• 24/7 Rotational Shifts (Primarily US Night Shifts)

• 5 Working Days

Recruitment Process

• Resume Screening

• HR Interview

• Operations Interview

• Job Offer

• Onboarding

Important Notes

• Former TCS employees are not eligible to apply.

• PAN Card and Date of Birth (DOB) are mandatory for profile creation.

• Candidates must have experience in an International Voice Process. Domestic voice process experience will not be considered.