Global Support Agent - US Shift

As a Global Support Agent, you'll be the primary point of contact for our internal and external employees and resources. You'll handle a wide range of inquiries, concerns, and issues related to their employment, including Human Resources requests, application and system issues, and payroll questions. Your main goal is to provide excellent service by being patient, empathetic, and acting with a sense of urgency. It's crucial to accurately triage and escalate tickets, ensuring issues are resolved efficiently. You'll also assist with various ancillary services for internal departments.

This is a full-time, Work-from-Office (WFO) position based in Hyderabad, with night shift hours (9 PM - 6 AM IST) to support our US-based clientele. We are looking for immediate to 30-day joiners.

Roles and Responsibilities

• Utilize global support triage skills to capture all necessary information when recording an incident.
• Manage support tools including phone, email, and chat, and make outbound calls as needed.
• Provide basic entry-level support in a timely and efficient manner.
• Adhere to communication procedures, follow established guidelines, and observe organizational policies.
• Follow up on all customer requests to ensure a satisfactory conclusion.
• Employ critical thinking to navigate tickets and resolve issues.
• Provide accurate, valid, and complete information using appropriate methods and tools.
• Comfortably work in night shifts, aligning with US business hours.
• Exhibit high energy to multitask and handle emails, chats, and phone calls simultaneously.
• Demonstrate adaptability to change, willingness to learn new methodologies and technologies.
• Maintain high speed of work while ensuring 100% accuracy and multitasking effectively.
• Follow pre-assigned checklists and measure accuracy against established systems.
• Perform audits as required.

Mandatory Qualifications

• 3 to 5 years of experience in a Customer Service or Call Center environment, with a strong preference for experience supporting US-based clients.
• Excellent communication skills, including active listening, strong verbal, and written communication.
• High attention to detail and consistent performance, including thorough follow-through.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to work collaboratively within a team and adapt quickly and efficiently to changes.
• High levels of integrity and discretion in handling confidential information.
• Familiarity with various internet browsers (Firefox/IE) and email clients (Outlook/Gmail).
• Comfortable working in night shifts (9 PM - 6 AM IST) with a moderately flexible schedule.
• Any Graduate with relevant experience.
• For Freshers: Strong communication skills and a thorough understanding of customer service.

Preferred Qualifications

• Certifications such as ITIL, SHRM, or equivalent.
• System knowledge of ADP, ATS, Freshworks Suite/Zendesk (or other ticketing systems).
• Experience in an HR Field, Customer Service, or Technical Support role that has handled US Clients.
• Experience administering employee benefits, including health, welfare, and 401(k).
• Experience with Support/Ticketing products, HRIS, and payroll systems.

Competencies

• Support and Benefits Expertise
• Consultation
• Relationship Management
• Critical Evaluation
• Business Acumen
• Professionalism
• Problem Solving
• Ethical Practice
• Global & Cultural Awareness

Work Environment

• This is a full-time, Work-from-Office (WFO) position operating in a professional office environment. The role routinely uses standard office equipment such as computers, phones, and ticketing systems. Global Support team operates Monday through Friday, covering the range of 8 AM to 8 PM PST, with agents expected to work an 8-hour shift (excluding breaks and lunch).