Service Support Specialist

2 weeks ago

Makati City, National Capital Region, Philippines AUMTREND PH INC Full time ₱35,000 per year

RESPONSIBILITIES:

Service Delivery

  • Real time floor support for process and product queries for NAS Payroll Associates and clients.
  • Floor support for Frontline Associates.
  • Takes over complex and high-risk cases following the defined escalation parameters.
  • Serve as liaison to US/Regional SSS/Team Lead Community on functional and process-related topics.
  • Identifies areas in need of process improvement and system enhancement by working with other SMEs/Team Leads and coordinating these efforts to the appropriate teams (BPI, Dev Team).
  • Follow through on dispatch/transfer SRs.
  • Provide support to Level I/ Level II consultants in coordinating with NAS Payroll Support groups, SWARM, NAS HCM Tech Services Queue
  • Complete First Tier phone time requirements (only if there is a business need, will be leveraged to take calls based on call queue situation
  • Provide trending analysis on dissatisfied returns, top call driver, and product knowledge maturity.
  • Lead or partner with Team Leader to conduct data analysis and action plans to address focus areas such as but not limited to, Performance (i.e. AHT, tNPS, Case Aging etc.), partner with resources (Enterprise Learning, US Team Leaders, etc,) on training needs and analysis, and assist New Hire training and Nesting.
  • Involvement in projects/initiatives that support strategic business direction of the organization.

PRODUCT / TECHNICAL SKILLS

  • Fluent in English (verbal and written)
  • Proficient in PC navigation and Knowledgeable in use of Microsoft Office Tools
  • Proven experience in payroll processing and administration, preferably within a client-facing role.
  • In-depth knowledge of payroll regulations, tax laws, and compliance requirements.
  • Experience with HCM software systems, preferably with expertise in Vantage, Autopay Mainframe, CEH, Smart Compliance, SAP, PTCS, PMF etc.,)
  • Strong communication and interpersonal skills, with the ability to effectively communicate complex concepts to clients of varying technical background.

PREFFERED QUALIFICATIONS

  • Exceptional problem-solving abilities and attention to detail.
  • Ability to manage multiple priorities and thrive in a fast-paced, dynamic environment.
  • Ability to handle complex issues which includes escalation with minimal Team Leader

Job Type: Full-time

Pay: Up to Php35,000.00 per month

Benefits:

  • Health insurance

Ability to commute/relocate:

  • Makati: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

  • Notice Period:
  • Current and Expected Salary:

Work Location: In person

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