Business Support Representative
ektelloNew York (NY)
About the role
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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