Ektello is partnering with a leader in cancer research and treatment to find Tier 1 support representatives for employee inquiries received via multiple sources (telephone, e-mail, direct interaction, etc.), providing a high level of customer service to employees focused on First Touch Resolution.
This is a 6-month, remote, W2 contract to start and will include PTO and medical benefit options. The work hours are 37.5 hours per week.
Job Responsibilities
- Support transactions, user inquiries, and ticket resolution related to the Workday ERP implementation and existing Workday HCM platform.
- Provide timely and accurate support through calls, service requests, and case management processes.
- Partner with stakeholders across HR, Finance, IT, Supply Chain, Research and other business functions to troubleshoot issues and support business processes.
- Assist with system adoption, process improvements, and end-user support activities to ensure successful ERP and HCM operations.
- Respond to inquiries and provide Tier I support of basic to moderate complexity inquiries submitted to Resource Center-to include general inquiries, feedback, or notification of incidents using call scripts and knowledge base to provide appropriate responses.
- Actively redirect customers to self-service options as appropriate, teaching them how to be self-sufficient in the use of direct access tools and the HR knowledge base.
- Use computerized systems for tracking, information gathering, and/or troubleshooting pertaining to each inquiry.
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